Innovative Quality Management Cases {International Journal of Quality & Reliability Management (Online) ; V. 23, No. 1} Wiele, Anthony van der.; Iwaarden, Jos van.zebkEmerald2006Business, Economics and Management HD62.15.I56eb vol. 23, no. 19781845448820'http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=157658eb16320