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Document Downloads
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Here are brochures, articles, case studies, presentations, and other information available for download. Most of these are in Adobe .pdf format so you will need Adobe Acrobat Reader to view them.
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Activity Based Costing and Management Program
Author :: REM Associates
Date :: Thu 04/16/2009 @ 12:45
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Application of Activity Based Management with an example from Nabisco Foods.
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Please use the DOWNLOAD link to download a copy of this document.
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Benchmarking Quality
Author :: Robert Murray Jr.
Date :: Thu 04/16/2009 @ 12:45
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Benchmarking Product/Service Quality from The Customer’s Perspective
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Please use the DOWNLOAD link to download a copy of this document.
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Customer Service
Author :: REM Associates
Date :: Thu 04/16/2009 @ 01:49
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REM Associates of Princeton, Inc. assisted in the development of a customer service center for an international company that purchased a division of a Fortune 100 Company. The terms of sale indicated that the Fortune 100 Company would continue to provide order processing and customer service for approximately nine months, after which time the new company would be required to do their own order processing. During this period the company was implementing a new ERP system. Our assignment was to provide one order processing system within the assigned time that would be compatible with the new ERP system.
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Please use the DOWNLOAD link to download a copy of this document.
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Customer Service and Cost Metrics
Author :: REM Associates
Date :: Thu 04/16/2009 @ 12:45
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Customer service costs and metrics should be defined relative to the functional components and activities grouped into six specific elements. These can be defined as follows:
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Please use the DOWNLOAD link to download a copy of this document.
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Customer Service Measurement and Benchmarking
Author :: REM Associates
Date :: Thu 04/16/2009 @ 12:46
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This document has been prepared to provide management with the basic guidelines for measurement and benchmarking of Customer Service activities within the business. It represents a compilation of materials from key resources published on this subject.
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Please use the DOWNLOAD link to download a copy of this document.
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