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,  c2009 
 - xiv, 574 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 555-564) and index 
<br/><br/><label>ISBN: </label>9780135005101 0135005108 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Total quality management<br/>Quality control<br/>Organizational effectiveness