@book{141044,
	author = {Ross, Joel E.},
	title = {Total quality management :},
	publisher = {St. Lucie,},
	year = {1999.},
	address = {Boca Raton, Fla. :},
	edition = {3rd ed.},
	url = {http://www.loc.gov/catdir/enhancements/fy0646/99462632-d.html}
}