Using customer perceptions

Engracia Perez-Prada and John H. Hughes

A telecommunications company in the United States wanted to improve service by aligning internal service levels with customer requirements.

Using Customer Perceptions

Aligning internal process measures with customer requirements

John HughesThe Artemis Group andEngracia PrezPradaThe Artemis Group

NEED

A telecommunications company in the United States had to improve service: performance was worse...

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