Gestão dos serviços : a avaliação da qualidade / Sofia Salgado Pinto
EN 14012 : postal services: quality of service: measurement of complaints and redress procedures / European Committee for Standardization
Postal services [documento electrónico] : quality of service: measurement of loss of registered mail and other types of postal service using a track and trace system: EN 14137: September 2003 / European Committee for Standardization
EN 14508 [documento electrónico] : postal services: quality of service: measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail / European Committee for Standardization
CEN/TR 14709 [documento electrónico] : postal services: quality of service: guide for the implementation of EN 13850 / European Committee for Standardization
EN 14534 [documento electrónico] : postal services: quality of service: measurement of the transit time of end-to-end services for bulk mail / European Committee for Standardization
Índice nacional de satisfação do cliente : resultados dos sectores: banca: comunicações: distribuição: energia: seguros: 2003 / Manuel Vilares e Pedro Simões Coelho
Reliability, survivability and quality of large scale telecommunication systems: case study: olympic games / ed. by Peter Stavroulakis