Total quality management : Text with cases 
Oakland, John S. 
 -  Butterworth-Heinemann :  2003 
 - 483 pages. 
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<br/><br/><label>ISBN: </label>0-7506-5740-5 
<br/><br/><label>Dewey Class. No.: </label>GS 658.4013 Oa4t 2003