by José Antonio Pérez Fernández de Velasco · ESIC Editorial · tapa blanda · ISBN 9788473561020
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«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 standardization 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.
