TY  - BOOK
AU  - Lee, Janet
TI  - Great performances : the best in customer satisfaction and customer service
PY  - 1991///
CY  - [S.l.]US
PB  - AT&T Quality Steering Committee
N2  - Explains the rationale behind focusing on customer satisfaction; and examines the role of management in creating a customer-focused organization.  Emphasises the need for finances and resources; and identifies customer-focused business processes which need to be designed
ER  -