@book{4161,
	author = {Evans, James R.},
	title = {Quality and performance excellence :},
	publisher = {South-Western/Cengage Learning,},
	year = {c2014.},
	address = {Mason, OH :},
	edition = {7th ed.},
	url = {http://www.loc.gov/catdir/enhancements/fy1406/2012950903-d.html}
}