An app to evaluate the Street Cleanliness and Waste Collection Service was developed. This app is based on a Plan of Indicators that can be used to evaluate the Street Cleanliness and Waste Collection Service of Santander municipality. Specific methodologies for calculating and evaluating 59...

The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect....

Enterprise risk management (ERM) is an integrated approach to manage the risks of companies. Despite the wide adoption of ERM into companies' organizational processes, there are neither clear standards for ERM nor ground based theories about the outcome of it. This paper gives an overview of...