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Autoria: Eliana Belo Silva

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A Histria e Perspectiva Estratgica da Qualidade

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A Histria e Perspectiva Estratgica da Qualidade
Autoria: Eliana Belo Silva
Como citar esse documento:
SILVA, Eliana Belo. Gesto da Qualidade: A Histria e Perspectiva Estratgica da Qualidade. Caderno de Atividades. Valinhos: Anhanguera
Educacional, 2014.

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