TY  - BOOK
AU  - Laughlin, Sara,
TI  - The Quality library: a guide to staff-driven improvement, better efficiency, and happier customers 
SN  - 9789746522205
PY  - 2008///
CY  - Chicago
PB  - American Library Association
KW  - Customer services
KW  - United States
KW  - sears
KW  - Library administration
KW  - Library planning
KW  - Total quality management
N1  - Includes bibliographical references and index; Includes bibliographical references and index
ER  -