Oakland, John <br/><br/>
Total quality management  text with cases 
by John S. Oakland 
 - 2nd. ed. 
 - Oxford  Butterworth - Heinemann  2000 
 - viii, 380p.  24cm. 
<br/><br/> includes index :p.373 - 380 
<br/><br/><label>ISBN: </label>0750639520 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management