TY  - BOOK
AU  - Crosby, Philip B.
TI  - Quality without tears : the art of hassle-free management 
SN  - 978 0 07 014511 5 PBK
U1  - 658 562 CRO NO 4 
PY  - 1995///
CY  - New York ; London 
PB  -  McGraw-Hill
KW  - QUALITY ASSURANCE
ER  -