by José Antonio Pérez Fernández de Velasco · ESIC Editorial · tapa blanda · ISBN 9788473561020
VAT included
Hamelyn quality guarantee · checked and verified, or your money back
«Gestión de la calidad empresarial» is the management handbook by José Antonio Pérez Fernández de Velasco, published by ESIC Editorial in paperback (264 pages, in Spanish).
It offers a global view of quality management in the company from a managerial perspective. Starting from standardisation and certification, it addresses quality in services and customer care as a competitive advantage, up to total quality. It explains methodologies such as identifying the costs of poor quality, measuring customer satisfaction and staff involvement, with a clear, practical and action-oriented approach.
It belongs to the Cultura empresarial e innovación collection. Subtitle: Quality in services and customer care, total quality.
For professionals, managers and students in the business field who want to implement quality systems and improve customer care from a managerial perspective.
