Besterfield, Dale H., Total Quality Management Dale H. Besterfield, Carol Besterfield-Michna, Glen H. Besterfield... Eta al - 3rd ed. - South Asia : Pearson Prentice Hall, c2003. - 652 p.: ill.; This book is having a appendix ISBN: 978813174 Dewey Class. No.: 658.4013 / BES/TOT