Besterfield, Dale H. Carol Besterfield-Michna Glen H. Besterfield... [ et al.] creator text Noida Pearson Education 2019 monographic xxi, 622 p. : ill. ; 23 cm. Includes appendix, bibliographical references and index. Quality management Management sciences Performance measures Employee involvement Customers satisfaction Quality engineering Management tools TQM framework Products liability Benchmarking Leadership RSBM FMS 658 TOT 9789353066314 (pbk)