Total Quality Management was initially applied to the Japanese manufacturing sector now IT service managers are using it improve the service provided throughout its lifecycle.
First we must define quality before we can measure and manage it. With Conformance Quality we have an established standard which must be met. It's like comparing an IT service to another that is known to be good. Gap Quality is a standard where a services are measured to determine whether they meet or exceed expectations. It's hard to measure those expectation and the level to which they are met because people perceive quality of service in different ways. Excellence Quality is a mutually agreed standard of the highest excellence for the service provided.
Value Quality is in my opinion, is the most useful measure of how well a service is performing. Business Managers look at every part of their spending within business in a simple way: ROI (Return on Investment). I have said in previous blog posts that I believe IT projects are like any other project and should be measured using the same rules. If a Project is not adding value to the enterprise, something has gone wrong in the conception, implementation, or monitoring of the project. Sometime issues are not identified in the project until much later. Those reviews could be used to identify the root cause of a problem. Steps can then be taken to remedy the root cause.
No comments:
Post a Comment