Modern business processes rely heavily on IT services. In spite of this growing dependency, as well as the rise of customer expectations for performance and quality of IT services, very little research has been done on the topic of IT service quality management. Quality Management for IT Services: Perspectives on Business and Process Performance aims to close this knowledge gap and to encourage people to spend more time researching the numerous facets of this increasingly important aspect of commercial value adding. Featuring economic and social perspectives along with practical implementation solutions, this book gives both scientists and practical experts insight into the different facets of IT service quality management.
Modern business processes rely heavily on IT services. In spite of this growing dependency, as well as the rise of customer expectations for performance and quality of IT services, very little research has been done on the topic of IT service quality management. Quality Management for IT Services: Perspectives on Business and Process Performance aims to close this knowledge gap and to encourage people to spend more time researching the numerous facets of this increasingly important aspect of commercial value adding. Featuring economic and social perspectives along with practical implementation solutions, this book gives both scientists and practical experts insight into the different facets of IT service quality management.
Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach.This book cuts...
The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value...
Quality management practices are essential in any organization, and service organizations are no exception. Service organizations face unique challenges in maintaining and improving the quality of...
This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and...
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