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Free Press, NY, 1992, 1st Ed 2nd Pr. Hardbound. The New Steps for Planning Quality into Goods and Services. Building on the experiences of scores of companies and hundreds of managers, the author presents a new, exhaustively comprehensive approach to planning, setting, and reaching quality goals. LCCN 91-29206. 538 Pgs. Description text copyright 2001 ISBN: 0029166837. As New in Fine DJ. Paper DJ. 8vo..

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Returns:
Full refund on all books shipped in error. Refund less shipping and possible restocking fees on self generated returns.
Returned merchandise must be in the same condition as shipped, include all original boxes and packing material, and be returned shipping prepaid. Please email for a return authorization. Returned packages not accompanied by a return authorization will not be accepted. A restocking fee (up to 25%) may apply to any item returned for exchange or refund. If your order had received free shipping, normal shipping charges ($4.95 minimum) are reinstated when returns disqualify the original shipment for free shipping. Special order items, and items marked "as-is-final-sale" are not returnable for exchange or refund.

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Refunds are made in the manner received. Payments by check can be refunded 20 business days following the day that we deposit your check. Refunds to credit card accounts usually require at least 3 days to show up on your account after we have sent the refund to the credit card clearing house. Shipping charges are not refundable, unless we ship the wrong item, and in that case, contact us for a return-shipping label.
We are not responsible for loss of use or any other charges, the maximum refund will not be greater than the total of all moneys paid by you to this company..

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