TY  - BOOK
AU  - James,Paul T.J.
TI  - Total quality management: an introductory text 
SN  - 0132071193
U1  - 658.4013 
PY  - 1996///
CY  - London, New York
PB  - Prentice Hall
KW  - Total quality management
N1  - Includes bibliographical references (p. 362-368) and indexes
ER  -