TY  - BOOK
AU  - Laughlin,Sara
AU  - Wilson,Ray W.
TI  - The quality library : : a guide to staff-driven improvement, better efficiency, and happier customers 
SN  - 9789746522205
AV  - Z 678  L34Q 2008
PY  - 2008///
CY  - Chicago : 
PB  - American Library Association, 
KW  - Customer services
KW  - United States
KW  - Library planning
KW  - Total quality management
KW  - Library administration
ER  -