TY  - BOOK
AU  - Murthy, D.B.N.
TI  - Managing quality: a practical guide to customer satisfaction 
SN  - 0761993061
AV  - HD 62.15 .M87 1999
PY  - 1999///
CY  - New Delhi
PB  - Sage Publications India Pvt. Ltd.
KW  - Total quality management
KW  - Customer satisfaction
N1  - BSBA
ER  -