TY  - GEN
AU  - Oakland, John S.
TI  - Total quality management and operational excellence: text with cases
SN  - 9780415635493
U1  - 658.4013 
PY  - 2014///
CY  - London
PB  - Routledge
KW  - Change management
KW  - Performance
KW  - Self assessment
KW  - Human resource management
KW  - Communication
ER  -