Vocabulaire de la prestation de services - Office quÃ©bÃ©cois de la ...

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Vocabulaire de la prestation de services117Pparticipation, 130partner, 128partnering, 129partnership, 129performance, 131, 163performance measurement, 115performance measures, 115performance reporting, 161personal information, 164PKI, 101point of service, 136population, 139, 140portal, 141portal page, 141portal site, 141POS, 136potential user, 192precision, 87, 145predicated variable, 197pretest, 151private key, 34probability sample, 63procedure, 152process, 153productivity, 154products and services, 22professional competence, 40program, 155promotional strategy, 181protected, 173provider of services, 147provision of services, 148public key, 35Public Key Infrastructure, 101public/private key pair, 21punctuality, 137QQoS, 157qualification, 40qualitative research, 80qualitative study, 80quality, 156quality charter, 52quality improvement, 9quality of service, 157quantitative research, 81quantitative study, 81Rratio scale, 67RBM, 90reception, 2recipient, 19recognition, 160reengineering, 159re-engineering, 159regional Internet portal, 143regional portal, 143regional portal site, 143regional Web portal, 143regressand, 196regressor, 197regulation, 162regulatory streamlining, 7reliability, 85, 86, 87
118Vocabulaire de la prestation de servicesreliability of the information, 86reply card, 27reporting, 161resource, 169resources, 169respect, 168respondent, 165response time, 54response variable, 196result, 170result targets, 31results-based management, 90return card, 27Ssample, 61sample frame, 18sample selection, 65sample size, 183sample unit, 189sampling, 64, 65sampling frame, 18sampling unit, 189scale measurement, 66search engine, 118search tool, 118, 126secret key, 34secure, 173secured, 173selection of the sample, 65self-empowerment, 15self-service window, 95service center, 29service cluster, 91service counter, 136service delivery, 148service delivery channel, 117service electronic delivery, 150service improvement plan, 134service level, 122service provider, 147service quality, 157service standard, 123service supplier, 147simplification, 177single window, 97size of error, 113skill, 40SP, 147staff participation, 130standard deviation, 59standard of service, 123statistical unit, 190strategic plan, 135streamlining, 5SU, 189suggestion box, 23supplier of services, 147survey, 180survey frame, 18survey sampling, 180Ttarget, 31target outcome, 31teleprocedure, 185tele-procedure, 185test group, 94
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