TY  - BOOK
AU  - Besterfield, Dale H.,
AU  - Besterfield-Michna, Carol
TI  - Total Quality Management 
SN  - 9788177584127
U1  - 658.4013 
PY  - 2003///
CY  - South Asia
PB  - Pearson Prentice Hall
N1  - This book is having a appendix
ER  -