L. Angell, M. Et-chandra-jeya, Q. +pvgtpcvkqpcn, . Qh, and M. Cpf-2tqfwevkqp-/-cpcigogpv8qn0u-ansari, Performance implications of investments in continuous quality improvement, Les Mesures de Perception de la Qualité Totale dans les PMI : Résultats de Recherche, pp.4-6, 1999.
DOI : 10.1108/01443570110358486

N. Ashrafi, ISO 9000-3 Guideline for Software Quality Adopting Quality Management Concepts in Public Service Reform, XQN0u -Asim M, pp.5-8, 1995.

Q. Q. Cdqwt-cpf-/-cpcigogpv-kp-&gxgnqrogpv8qn0u-bellini and E. V. , The Case of Malaysian Public Service Plant Automation Improves Product Quality and Efficiency, 1992.

-. Kahla, K. Tcpeg-bernabé, C. Gu-'fkvkqpu, L. Qikswgu2ctku-berrah, and S. G. Gu-'fkvkqpu%ãrcfwgu6qwnqwug-(-tcpeg-bharadwaj, Cohérences et Performances Organisationnelles : Propositions Conceptuelle et Discussions Empiriques La Gestion Totale de la Qualité en EducationIndicateur de Performance : Concepts et Applications, Sustainable Competitive Advantage in Service Industries, pp.8-8, 1993.

D. Boéri, Maîtriser la Qualité: Tout Sur la Certification et la Qualité Totale: Les Nouvelles Normes ISO 9001-V2000, 2003.

H. -bouquin, . +pvgtpcvkqpcn, A. Qwtpcnqh2tqfwevkqp4gugctej8qn0u-nair, S. Et-kotha, . 5vtcvgike-/-cpcigogpv et al., On Measures of Flexibility in Manufacturing Systems Strategy and Environment as Determinants of Performance The Role of Performance Measurement Systems in Promoting Quality Development Beyond ISO 9000 The Performance Measurement Revolution: Why Now and What Next Quality Gurus: the Men and Their Message A Conceptual Model of Service Quality and its Implications for Future Research The Cornerstones of Competitive Advantage, Oberle J, 1985.

A. -petrou, D. /. Et-irene, and . Cpcikpi5gtxkeg3wcnkv, Service Quality and Store Performance: Some Evidence From Greece Total Quality Management as Competitive Advantage: A Review and Empirical Study How Raychem Meets The Challenge of High Volume, 5VTCVGIKE/CPCIGOGPV, 1992.

D. Ray, Mesurer et Développer la Satisfaction Clients, 2002.

C. -reeves, A. Et-bednar-david, G. #ecfgo-[-qh-/-cpcigogpv4gxkgypu8qn-richard, and S. Et-nancy, Defining Quality: Alternatives and Implications Quality Management and its Relationship with Organizational Context and Design, 1994.

D. -riviart, C. Et-tahon, . Uvgou8qn0u-rodney, A. Mc, B. Et-brian et al., Aide à la Décision Multicritère pour l'Evaluation de la Performance Business Performance Measures and Alignment Impact on Strategy: the Role of Business Improvement Models Quality Management Training in Small to Mid Sized Manufacturing Firms, pp.5-8, 1999.

G. H. Saad and S. Siha, Managing quality: critical links and a contingency model, International Journal of Operations & Production Management, vol.20, issue.10, 2000.
DOI : 10.1108/01443570010343717

J. V. -saraph, An Instrument for Measuring the Critical Factors of Quality Management Successful Change Programs Begin With Results, 1989.

R. -shamus-ur, . +pvgtpcvkqpcn, and D. Shin, A Comparative Study of TQM Practice and Organisational Performance of SMEs With and Without ISO 9000 Certification, Critical Implementation Issues in TQM, p.4, 1998.

S. -sila and M. Et-ebrahimpour, An Investigation of Total Quality Management Survey Based Research Published Between 1989 and 2000: A Literature Review, Service Quality and Management Practices: A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences, pp.3-4, 2001.

C. -ufuk, B. /. Et-ahmet, . Cpcikpi#wfkvkpi, P. Qwtpcn8qn0u-varadarjan, and V. Et-ramanujam, An Approach to the Evaluation of Quality Performance of Companies in Turkey The Corporate Performance Conundrum: A Synthesis of Contemporary Views and Extension, p.5, 1990.

N. -venkatraman, . Qwtpcnqh-/-cpcigogpv5vtcvgi-[-0u, N. Cpwct-[-venkatraman, and V. Et-ramanujam, Performance Implications of Strategic Coalignement: A Mythological Perspective Measurement of Business Performance in Strategy Research: A Comparison of Approaches, Simulation of the Economics of Quality Improvement in Manufacturing: A Case Study from the Thailand Automotive Industry, pp.3-4, 1986.

M. A. -waler, S. Et-ahire, . +pvgtpcvkqpcn, and N. Cpcigogpv8qn0urr-williams, Management Perception of the Link Between Product Quality and Customer's View of Product Quality, ISO 9000 as a Route to TQM in Small to Medium-Sized Enterprises: Snake or Ladder, 1996.

B. A. -winn and K. S. Et-cameron, Organizational Quality: An Examination of the Malcolm Baldrige National Quality Framework, 4GUGCTEJ KP *KIJGT 'FWECVKQP, 1998.