Summers, Donna C. S. <br/><br/>
Quality management :  creating and sustaining organizational effectiveness / 
Donna C.S. Summers 
 - Upper Saddle River, N.J. :  Pearson Prentice Hall,  2005 
 - xii, 409 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references (p. 392-400) and index 
<br/><br/><label>ISBN: </label>0132626438  RM344.11 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management<br/>Quality control<br/>Organizational effectiveness