TY  - BOOK
AU  - Besterfield Dale H.(et al..........)
AU  - Michna Carol Besterfield
AU  - Besterfield Glen H.
AU  - Sacre Mary Besterfield
AU  - Urdhwareshe Hemant 
AU  - Urdhwareshe Rashmi 
TI  - Total quality management
SN  - 9788131732274
U1  - 658.4013 BES M  
PY  - 2011///
CY  - New Delhi
PB  - Pearson Education Inc
KW  - Customer satisfaction
KW  - Information tecnology
N1  - Includes Index
ER  -