"Bechtel, Michele L" <br/><br/>
Untangling organizational gridlock  strategies for building a customer focus 

 - 1 
 - Wisconsin  ASQC Quality Press  c1993 
 - "xxv,347p. : ill. ;23.5cm." 
<br/><br/> includes index 
<br/><br/><label>ISBN: </label>0814402038 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Organisational effectiveness<br/>Total quality management