TY  - BOOK
AU  - Lawton,Robin L.
TI  - Creating a customer-centered culture: leadership in quality, innovation, and speed 
SN  - 0873891511
U1  - 658.812    
PY  - 1993///
CY  - Milwaukee, Wis.
PB  - ASQC Quality Press
KW  - Servicio al cliente
KW  - Control de calidad
KW  - Administración de la calidad total
N1  - Incluye bibliografía e índice
N2  - Many organizations have found it difficult to transfer the Voice of the Customer methods and technologies developed for manufacturing quality and apply them to knowledge and service work. This how-to guide makes it easier! Lawton challenges the traditional thinking about quality and service and provides approaches for integrating the two into a plan that works. Covers successfully applying formal quality management methods--from Taguchi, Deming, and others--to the service enterprise
ER  -