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Improving Service Quality with Benchmarks

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Title:Improving Service Quality with Benchmarks (ID: ERM0168)
Author(s):Ray Grant (Clackamas Community College)
Topics:Benchmarking, Customer Service
Source:Campus Works, Inc.
Origin:EDUCAUSE Review Articles (2001)
Type:Articles, Papers, and Reports
Abstract:The author suggests ways IT departments can measure and improve their service to users, by using internal benchmarks.
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http://www.educause.edu/ir/library/pdf/ERM0168.pdf
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