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APPENDIX I REFERENCES USED TO DEVELOP THE TRAMAN Human Behavior,  NAVEDTRA 10058-C1, Naval Education and Training Program Management Support Activity, Pensacola, Fla., 1989 Robert W. Grenier, Customer  Satisfaction  Through  Total  Quality  Assurance, Hitchcock Publishing Co., Wheaton, Ill., 1989. Southern  Bell  Telephone  Company,  Your  Guide  to  More  Effective  Telephone Techniques, Southern Bell Telephone Company, Pensacola, Fla., 1992. Southern Bell Telephone Company, Your Telephone Personality, Southern Bell Telephone Company, Pensacola, Fla., 1992. Team Approach Manual,  Naval Medical Command, Washington, D.C., 1989. AI-1

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