Rivera, Angel A.
Instituto Costarricense de Electricidad, Telecommunications, Information Service 113
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.
Worcester Polytechnic Institute
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Civil and Environmental Engineering
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