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Journal Articles
Benchmarking for Quality Management & Technology (1997) 4 (1): 7–17.
Published: 01 March 1997
...S. Evans; B.G. Dale Presents the main findings of an internal and generic benchmarking exercise on the engineer availability process. This process seeks to predict customer demand in terms of the incoming call rate and match this against the available supply of engineering resources. Describes how...
