@book{90705,
	author = {Besterfield, Dale H and Besterfield-Michna, Carol; Besterfield, Glen H; Besterfield-Sacre, Mary; Urdhwareshe, Hemant; Urdhwareshe, Rashmi},
	title = {Total quality management},
	publisher = {Pearson Education},
	year = {2010},
	address = {Noida},
	edition = {3}
}