TY  - GEN
AU  - Besterfield,Dale H.(et al..)
TI  - Total quality management 
SN  - 9788131732274 
U1  - 658.4013 BES B 
PY  - 2011///.
CY  - New Delhi : 
PB  - Pearson Education,  
KW  - CUstomer satisfaction
KW  - Leadership
KW  - Employee involvement
ER  -