TY  - BOOK
AU  - Kessler,Sheila
TI  - Total quality service: a simplified approach to using the baldridge award criteria/ 
SN  - 9789839156065 (paperback)
AV  - HD62.15 K47 
PY  - 1996///
CY  - Kuala Lumpur
PB  - Syarikat First Agency
KW  - Malcolm Baldrige National Quality Award
KW  - Total quality management
KW  - United States
KW  - Awards
N1  - Includes bibliographical references
ER  -