00573nam a22001217a 4500020002400000082001800024100008300042245002900125260004000154300003400194500006100228650016200289  a9789332534452 (pbk)  a658.4013bTOT  aDale H. BesterfieldaCarol Besterfield-MichnaaMary H. Besterfield... [et al.]  aTotal quality management  aNoidabPearson Education Ltd.c2017  axxi, 595 p.b: ill.c; 23 cm.  aIncludes appendix, bibliographical references and Index.  aTotal quality managementvPerformance measuresvEmployee involvementvInformation technologyvCustomer satisfactionvManagement systemvLeadershipvRSBMvFMS