@book{67214,
	author = {Flanigan, Eileen. and ebrary, Inc.},
	title = {Process improvement},
	publisher = {Crisp,},
	year = {c1995.},
	series = {A fifty-minute series book},
	address = {Menlo Park, Calif. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10058810}
}