Internatinal quality demand portfolio?! : LUSENET : Service Level Management : One Thread

Hello, I īm working on the developement of an international quality demand portfolio in the IT and telecommunication industry, aswering the question: How much quality does want a customer in a speciel country, and what form of quality (e.g. support, availability,...). is particuarly important?

Do you know surveys, studies or papers dealing with this topic? All material concerning customer demand for special "quality" is of interest, also Internatial reports about different SLM-systems.

Do you have some hints?

thank you in advance,


-- Stephan Wolter (, July 31, 2002

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