TY  - BOOK
AU  - Kessler,Sheila
TI  - Total quality service: a simplified approach to using the Baldrige Award criteria 
SN  - 9839156063
PY  - 1995///
CY  - Kuala Lumpur
PB  - Syarikat First Agency
KW  - Customer services
KW  - Quality control
N1  - Includes bibliographical references (p. 137-141) and index
ER  -