Виртуална библиотека Каталог - филтриране

Reference Details / Справка подробна
Svetoslav Dimkow Dimkow, Svetoslav , "STRATEGY FOR COMPLAINTS HANDLING DIAGNOSTICS IN TECHNOLOGY BASED SERVICES", College of Telecommunication and Post, Department Management, Sofia, Bulgaria.

Abstract / Резюме:
This paper presents variation of a strategy for complaints handling diagnostics in technology based services. The suggested strategy comprises a model and methods for diagnostics. It is designed for business organizations providing technologically based services (telecommunications). The diagnostics is based on a hierarchic system of indicators in accordance with standard ISO 10002. The paper is a result of scientific project, researching the activity of leading telecommunication operators in Bulgaria.

Keywords / Ключови думи:
handling complaint, Model of Complaints handling diagnostics, complex indicator, calculating the complex indicator “System for handling complaints”

  Document Link / Документ: bib/3strate33ds01.pdf

  E-mail: sdim@tu-sofia.bg