000			aam a22 4500
999			_c49885 _d49885
001			4530
003			OSt
005			20201216221010.0
008			a0000001992 -us 0000000000eng00
020			_a0-88730-541-5
040			_cRDA
082			_a658.834 Al151
100			_9421 _aAlbrecht, Karl
245			_aThe only thing that matters _bbringing the power of the customer into the center of your business
264			_912756 _aEstados Unidos de América : _912059 _bHarperBusiness _912817 _c1992
300			_axii, 240 p.
500			_aIncluye índice
505			_aCustomer centering: The new quality imperative -- Mindsets and malfunctions: Manufacturing thinking and dinosaur logic -- Parading lost, Parading found: New thinking about quality -- Creating customer value: How the best do it -- The spirit of service: The source of "The force" -- The psyche of your customer: Finding the "Invisible truth" -- Quality and business strategy: Creating new rules for the game -- Empowering people with knowledge: Winning the hearts, minds, and hands -- Process improvement: Doing better with less -- Keeping score, scoring points, & pointing the way -- Your change management strategy: Getting it right.
650	1	4	_930509 _aServicio al cliente
650	1	4	_925146 _aRelaiones con los clientes
856			_uhttp://biblioteca.unac.edu.co/portadas/51406.jpg _y_
942			_cBK _2ddc