Evans Cap.9 p.396-468
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PREGRADO UESAN
Asignatura: Gestión de la Calidad y Servicio al Cliente
Lectura: Evans, J.; Lindsay, W. (2000). Capitulo 9:
Herramientas para la administración de procesos. En: La
administración y el control de la calidad. (pp. 396-468) (4ª
ed.) México, DF.: International Thomson.
Profesor Responsable: Sotil, Andrés
El presente material se pone a disposición de manera gratuita, para
uso exclusivo de los alumnos de pregrado de la Universidad ESAN y es
sólo para fines académicos, de acuerdo con lo dispuesto por la
legislación sobre los derechos de autor. Decreto Legislativo N° 822. En
tal sentido, se deja constancia, que la difusión de este documento
bibliográfico, está expresamente prohibida, por estar destinado
únicamente para uso académico en el presente curso.
Setiembre del 2012
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