Total quality management / 
by Dale H. Besterfield,  [..et. al.]. 
 - 3rd. 
 - Dehli :  Pearson Education,  2003. 
 - xi, 635p :  ill. 
<br/><br/>Bibliographical references and index. 
<br/><br/><label>ISBN: </label>8129702606 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management.<br/>Consumer satisfaction.