@book{16646,
	author = {Besterfield, Dale H. and Besterfield-Michna, Carol},
	title = {Total Quality Management /},
	publisher = {Pearson,},
	year = {2015.},
	address = {New Delhi:},
	edition = {4th ed.},
	url = {http://10.10.170.122:8080/browse/book/28820}
}