Strategic management of quality of it services  

Oleh:

Rajaram, N.J

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-12.
Topik: Quality Strategy; Service Characteristics; Porter’s Five Forces; Generic Strategies
Fulltext: Dr_NJ_Rajaram_Infotech_Strategic_Management.pdf (91.2KB)

Isi artikel

Managing quality of Information Technology (IT) services in the current environment has become a big challenge in itself. IT services like any other service has the distinguishable characteristics of Intangibility, Inseparability, Heterogeneity and Perishability. Each of these characteristics poses its own problems and requires separate strategies to deal with. Intangibility of the service means that it cannot be touched, felt, seen or even known before being bought or executed. Inseparability refers to the fact that all services are produced, disseminated and consumed concurrently by the end user/beneficiary. Heterogeneity is the main cause of variation in service quality, efforts, time for delivery and extent of service. Also, service delivery being solely dependent on people; the variability in the end output is further amplified. Perishability; is fact that no service can be stored or inventoried for future use. The above factors have severe implications on the organization’s positioning in the IT services market. They also turn out to be the primary cause for complexity in standardization, quality control, pricing, matching supply/demand, and mass offerings. Keeping the above in the backdrop the paper discusses the possible strategies for organizations to reduce the gaps between expected quality of service and perceived quality of service in-order to maximize the delivered service quality and thereby returns on investments in quality initiatives.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali