Student Work

 

Performance evaluation solutions -- improving service quality at a telephone solicitation service. Public

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Information Service 113 is concerned with the quality of service it provides to its customers. ING. Katia Arana Puente, Director of Information Service 113, commissioned our group to evaluate and criticize the Service's recent performance. Our research resulted in a system of rating for the Service and its operators, as well as a system for the replication of these results. Along with the new system of evaluation and recommendations developed in the project, the effectiveness of the Service's evaluation procedures was improved without sacrificing the quality of service currently provided.

  • This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.
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Identifier
  • 00A003I
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Year
  • 2000
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Date created
  • 2000-01-01
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Permanent link to this page: https://digital.wpi.edu/show/nk322d848