January 2012
Intermediate to advanced
512 pages
9h 52m
French
5M 57
processus 54, 168, 170, 196, 471
tableau final d' 172
assurance qualité 17, 19, 342, 353, 465
autocontrôle 13, 16, 34, 47, 70, 72, 93, 94, 191, 466
benchmarking 89, 132, 390, 393
cahier des charges 51, 54, 162, 163, 349
cartographie des processus 261, 262, 265, 353, 466
certification 86, 87, 90, 92, 233, 305, 310, 315, 324, 393, 394, 466
client 8, 9, 12, 25, 28, 44, 51, 77, 123, 442, 446, 466
attentes 30, 132, 153, 189, 263, 469
fidélisation 343
comité de pilotage 46
communication 47, 67, 95, 101, 106, 128, 227, 256, 306, 312, 319, 324, 327, 330, 354, 357, 386
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