In response to this situation, the

In response to this situation, the complaint-management system
of the public services of Tao-Yuan county was chosen for
application of the proposed ‘PARA’ diagnostic model. Customercomplaint
data gathered by the system from 1 October 2006 to
30 September 2007 were used as the database for the study. A random
selection of 500 records was then analyzed in the study after