00608nam a22001217a 4500020002400000082001700024100008300041245002900124260005800153300003400211500004400245650019700289  a9788131732274 (pbk)  a658.562bTOT  aDale H. BesterfieldaCarol Besterfield-MichnaaGlen H. Besterfield... [et al.]  aTotal quality management  aNoidabPearson India education services Pvt.Ltdc2011  axxi, 558 p.b: ill.c; 23 cm.  aInclude References, Appendix and Index.  aManagement sciencesvCustomer satisfactionvEmployee involvementvTotal quality managementvInformation technologyvQuality controlvCustomer satisfaction vBenchmarkingvLeadershipvRSBMvFMS