TY  - BOOK
AU  - Kessler,Sheila
TI  - Total quality service: a simplified approach to using the Baldrige Award criteria 
SN  - 0873893360
U1  - 658.812 
PY  - 1995///
CY  - Milwaukee, WI.
PB  - [Editor no identificado]
KW  - Calidad total
KW  - Administración
KW  - Malcolm Baldrige National Quality Award
ER  -