TY  - BOOK
AU  - Shaw,James G.
TI  - Customer-inspired quality: looking backward through the telescope 
T2  - The Warren Bennis executive briefing series
SN  - 0787903469 (hardcover)
AV  - HD62.15 .S5 1996
U1  - 303.34 20
PY  - 1996///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Total quality management
KW  - Consumer satisfaction
N1  - Includes index; Includes bibliographical references (p. 123); Editor's PrefaceAuthor's PrefaceForeward
Introduction:  Looking Backward Through the Telescope
1.  Getting off the Cliff Edge
2.  The Customer's Point of View
3.  Intelligent Tinkering
4.  Pinning Down The Protozoa
5.  Catching the Right Wind
6.  Improving the Common Tasks
7.  How to Eat an Elephant
8.  Plugging In
9.  Refocusing the Telescope
NotesIndexAbout the Author
UR  - http://www.loc.gov/catdir/description/wiley035/96013020.html
UR  - http://www.loc.gov/catdir/toc/onix07/96013020.html
UR  - http://www.loc.gov/catdir/enhancements/fy0705/96013020-b.html
ER  -