Santos, A. C. de S. G. dos, Carvalho, L. M., Souza, C. F. de, Reis, A. da C., & Freitag, A. E. B. (2019). Total Quality Management: the case of an electricity distribution company. Brazilian Journal of Operations & Production Management, 16(1), 53–65. https://doi.org/10.14488/BJOPM.2019.v16.n1.a5