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The Service Evaluation System (SES) was an operations support system developed by Bell Laboratories and used by telephone companies beginning in the late 1960s. [1] Many local, long distance, and operator circuit-switching systems provided special dedicated circuits to the SES to monitor the quality of customer connections during the call setup process.
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Queueing theory is a branch of mathematics in which models of service systems have been developed. A call centre can be seen as a queueing network and results from queueing theory such as the probability an arriving customer needs to wait before starting service useful for provisioning capacity. [30]
In 2008, Wyle acquired RS Information Systems, which today is the company's third primary business group, providing services as Wyle Information Systems Group. The acquisition brought total annual revenue to $800 million and the total number of employees to 4,200, giving Wyle an additional presence in the Washington D.C. "Beltway" area.
The common ground for monitoring and evaluation is that they are both management tools. For monitoring, data and information collection for tracking progress according to the terms of reference is gathered periodically which is not the case in evaluations for which the data and information collection is happening during or in view of the ...