@book{56131,
	author = {Gore, Albert, and Juran, J. M. and ebrary, Inc.},
	title = {Quality in government services},
	publisher = {McGraw-Hill,},
	year = {c1999.},
	address = {New York :},
	url = {http://site.ebrary.com/lib/strathmore/Doc?id=5003216}
}