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Performance Evaluation: Proven Approaches for Improving Program and Organizational Performance by Ingrid Guerra-López

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APPLICATION EXAMPLE: BRINKERHOFF (2005)

As part of a description of the processes and utility of SCM, Brinkerhoff discusses a specific case of SCM in application at SimPak Computers (a pseudonym for an information technology vendor). At SimPak, service technicians were assigned to clients and were held responsible for keeping these clients' systems working well and the clients satisfied. However, the research and development (R&D) function at SimPak was very active and released upgrades and new technologies and services frequently. This meant that service technicians had to be retrained frequently so that they had the most current knowledge required to ensure that their clients' systems worked well and the clients were satisfied.

SCM was applied ...

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