Process improvement : a guide for teams / Clifton Cooksey, Richard Beans, Debra Eshelman. — 2nd ed. — Arlington : Coopers & Lybrand, [1993]. — 246 p. ; 28 cm. — ISBN 0-944533-06-X 1. Calidad.2. Grupos-Dinámica. I. Beans, Richard. II. Eshelman, Debra. 658.562