00341nam a2200121Ia 4500008004100000040001600041041001200057082001700069100001800086245006600104260003300170300001600203230917s9999||||xx |||||||||||||| ||und||  e74363aMAIN  aEnglish  a658.812 S21T  aStamatis, D H 0aTotal quality seruice: Principles, practices and implemention  aDelray BeachbSt Luciec1996  axvi, 318 p.