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Title: Management Audits Of Customer Service Operations
Author: Arthur G. Yaeger, Jr.
Source: American Gas Association 1978
Year Published: 1978
Abstract: The object of this paper, with special emphasis on customer service operations, is to provide a look at management audits of utilities, how to prepare for such audits, and what the audits will examine. It will differentiate between mandated and voluntary audits the reporting mechanisms utilized and the need for effective work force management. It will also point out the necessity for effective communications and a congenial atmosphere, both of which are conducive to a good audit.

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