TY  - BOOK
AU  - Murthy, D.B.N. 
TI  - Managing quality : a practical guide to customer satisfaction
SN  - 9780761993063 
U1  - 658.562 
PY  - 1999///
CY  - New Delhi
PB  - Response Books
KW  - Total quality management
N1  - Includes index; 1. The Quality Imperative --
2. Basic Facilities for Quality --
3. The Human Factor --
4. Training and Motivating People --
5. Quality through Research and Development --
6. Quality in Inputs --
7. Quality in Production --
8. Quality Control Techniques --
9. Quality Cost, Audit and Certification --
10. Macro Quality Issues --
11. Total Quality Management --
12. Producers and Customers' Satisfaction --
13. Quality in the Service Industry --
14. The Future of Quality
N2  - 	
"The opening up of the Indian economy and the emerging globalization have paved the way for an ever-increasing range of quality products and services. With real choices now available, customers have become more demanding and discriminating. Hence, it has become imperative for organizations to focus on customer satisfaction as a strategic business objective for their very survival and growth. This book is a practical guide for the implementation of holistic quality management practices to achieve total and continuous customer satisfaction."--Jacket
ER  -