TY  - BOOK
AU  - Bechtell, Michele L.
TI  - Untangling organizational gridlock: strategies for building a customer focus 
SN  - 0814402038
U1  - 658.562 
PY  - 1993///
CY  - New York
PB  - ASQC Quality Press
KW  - Total quality management
KW  - Customer services
KW  - Organizational effectiveness
ER  -