TY  - BOOK
AU  - Murthy,D.B.N.
TI  - Managing quality: a practical guide to customer satisfaction 
SN  - 8170367700
PY  - 1999///
CY  - New Delhi
PB  - Sage Publications
KW  - Total quality management
KW  - Consumer satisfaction
N1  - Includes bibliographical references and index
ER  -