@book{4048,
	author = {Oakland, John S. and Morris, Peter,},
	title = {TQM : A pictorial guide for managers.},
	publisher = {Butterworth-Heinemann,},
	year = {1997.},
	address = {Oxford ;},
	url = {http://www.loc.gov/catdir/description/els032/97139282.html}
}