@book{3496,
	author = {BESTERFIELD, D. H. and MICHNA, C. B, BESTERFIELD, G. H. & SACRE, M. B.},
	title = {Total Quality Management},
	publisher = {Pearson Education, Inc,},
	year = {2003.},
	address = {New Delhi,},
	edition = {3rd Ed.}
}