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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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21.3. Planning System Quality

Systems are company assets. We already know that asset management doesn't just happen; it's a result of planning and hard work. The absolutely most effective way to ensure high-quality systems that perform as they are expected is to build quality in up front. Using tools like the FURPS checklist and understanding the basic sources of system failure are tools that can be used to check for quality problems before the system is selected or built.

System maintenance is the second most effective quality tool that we have. System maintenance schedules should include the following:

  • All the commonly understood maintenance checks that are known (like taking your car in for an oil change on a regular basis)

  • Checks for particular ...

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