Kessler, Sheila. <br/><br/>
Total quality service :  a simplified approach to using the Baldrige Award criteria / 
Sheila Kessler. 
 - Kuala Lumpur :  Syarikat First Agency,  1995. 
 - 161 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references (p. 137-141) and index. 
<br/><br/><label>ISBN: </label>9839156063  RM19.90 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Quality control.