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Keywords: Service delivery
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Journal Articles
International Journal of Operations & Production Management (2003) 23 (4): 401–417.
Published: 01 April 2003
... of the clinical software initially used to guide call handling. The service delivery system will now be analysed with respect to each of the key characteristics listed above. NHS Direct was launched in three stages over two years (two waves of piloting, followed by full roll‐out planned for end 2000...
