@book{531498,
	author = {Oakland, John S. and Porter, Leslie J.},
	title = {Total quality management :},
	publisher = {Butterworth-Heinemann,},
	year = {1995.},
	address = {Oxford ;},
	url = {http://www.loc.gov/catdir/enhancements/fy1117/95186742-d.html}
}