TY  - BOOK
AU  - Summers, Donna C.S.
TI  - Quality management: creating and sustaining organizational effectiveness
SN  - 0132626438
AV  - HD62.15.S85 
PY  - 2005///
CY  - New Jersey
PB  - Prentice Hal
KW  - Management
N1  - Includes index; Contents: Organizational effectiveness -- Organizational philosophy -- Quality systems -- Creating a customer focus -- Organizational leadership -- Strategic planning -- Human resource development and management -- Measures of organizational success -- Process management -- Problem-solving tools and techniques -- Project management -- Business results -- Appendix 1 -- Appendix 2 -- Appendix 3 -- Appendix 4 -- Appendix 5 -- Glossary -- Answers to selected problems
ER  -