TY  - BOOK
AU  - Ross,Joel E.
TI  - Total quality management: text,cases and readings 
SN  - 8175140127
U1  - 658.562 
PY  - 1995///
CY  -  Florida : 
PB  - St. Lucie Press, 
KW  - Customer satisfactions
N1  - Includes Index
ER  -