Service Excellence in IT
Every organisation aims for a high quality of its IT services. Yet this is easier said than done. Lots of organisations struggle to keep their end users happy, especially since the direct and indirect costs associated with unhappy customers and lost production hours are enormous.
The Wow factor, service excellence in IT explains the relationship between high quality IT services, satisfied users and earning hard cash. The central message is that when you improve on quality, costs go down. This is the basic principle of quality management as it thrives in manufacturing. Examples are Toyota and Motorola, companies that are well known for the successes they are having with methods like Total Quality Management.
- Quality as cash cow, fundamentals for quality management
- \"He who manages processes around user satisfaction saves considerably\", interview with Ruud Neeskens, DSM
- Mathematics of user satisfaction, sense and nonsense of KPIs
- \"To focus on service is to put the customer first\", interview with Paul Wilkinson, Gaming Works
- The backbone of service excellence, the IT information chain as key to quality improvement
- \"The IT department should gather in client knowledge\", interview with Eugen Boon, ZMC
- On your way to the Wow factor, three stepst towards service excellence
You can order a copy of the book (in Dutch) by writing to this email address. Please specify your name, job title and the address where to send the book to.
Should you have any questions on the book or otherwise request information, please contact Eva Meester, Project Manager at Giarte.