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This is an effort in establishing a service quality framework within an organization. A first approach and surface survey, lead me in the preparation of a report. Specific actions are introduced and a realistic scheme is recommended.

I consider that this may be applied in any services organization or at least it's a useful tool. This is a start and there are more to come.

The first report may be downloaded here.



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Copyright 2006 ERGEN Evangelos. This web site is personal and exists for research purpose only.