TY  - BOOK
AU  - Rust,Roland T.
TI  - Return on quality : : Measuring the financial impact of your company's quest for quality
SN  - 9971643863
U1  - 658.5 
PY  - 1994///
CY  - Singapore
PB  - Heinemann Asia
KW  - Technology-Management
N1  - 1.	Quality: what went wrong?
2.	Methods of listening to the customer 
3.	The psychology of customer satisfaction 
4.	Designing customer satisfaction serves 
5.	Analyzing customer satisfaction surveys 
6.	Measuring the financial impact of quality 
7.	The cost of quality 
8.	The ROQ decision support system
9.	Strategic planning: the ROQ approach 
10.	Creating a high performance business
11.	Conclusion

ER  -