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ARCHIVED - Using External Service Delivery Key Performance Indicators


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Table of Contents

1.  Introduction and Background

2.  Implementing Service Delivery KPIs: Then, Now, and Future

3.  External Service Delivery KPIs: Summary

4.  Implementing Service Delivery KPIs for Phone Services

5.  Implementing Service Delivery KPIs for Internet Services

6.  Implementing Service Delivery KPIs for In-person Services

Appendix A: References

Appendix B: Glossary of Terms