000			00307pab a2200109 454500
008			180718b xxu||||| |||| 00| 0 eng d
100			_aHyde, A.C
245			_aToward quality management: feedback from customers, clients, and captives
650			_aToward Quality Management
773			_aBureaucrat
909			_a2713
999			_c2713 _d2713