VORA, Manu K. <br/><br/>
Business excellence through quality management 

 - Oxfordshire :  Routledge,  December 2002 
<br/><br/> The author will illustrate the importance of what he calls the Circle of Satisfaction: a concerted effort to deglight customers, satisfy employees and streamline processes. These three elements, working in harmony, have produced improved operational and financial results leading to business excellence for Malcolm Baldrige National Quality Award winners and other highly esteemed corporations in the United States