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Competence - Customer Satisfaction and Service Quality
Means possession of the required skills and knowledge to perform the service. It involves: knowledge and skill of the contact personnel, knowledge and skill of the operational support personnel and research capability of the organisation, e.g. securities brokerage firm.
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Explain matrix organisation. Matrix Organisation: it is used when an organization has to handle a variety of projects, varies from small to large. While a pure project struct
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