Laughlin, Sara,  1949. <br/><br/>
The Quality library :  a guide to staff-driven improvement, better efficiency, and happier customers / 
Sara Laughlin and Ray W. Wilson. 
 - Chicago :  American Library Association,  2008. 
 - xiv, 144 pages :  illustration ;  28 cm. 
<br/><br/> Includes bibliographical references and index.  Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9789746522205 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--United States.<br/>Library administration--United States.<br/>Library planning--United States.<br/>Total quality management--United States.