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1. GESTÃO DA QUALIDADE EM SERVIÇOS

KLEBER CAVALCANTI NOBREGA GESTAO DA QUALIDADE EM SERVICOS Tese apresentada Escola Polit cnica da Universidade de S o Paulo para obten o do t tulo de Doutor em Engenharia S o Paulo 1997 KLEBER CAVALCANTI NOBREGA GESTAO DA QUALIDADE EM SERVICOS Tese apresentada a Escola Polit cnica da Universidade de Sao Paulo para obten o do titulo de Doutor em Engenharia rea de Concentra o Engenharia de Produ o Orientador Pedro Luiz de Oliveira Cost
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