6.3. One-Stop Shopping—Seamless Delivery
The service model should provide one-stop shopping for customers looking for IT services. The service model used at Xerox Corporation to provide support to the manufacturing and distribution operations contained five major work packages: Program Management 1.1, Support Services 1.2, Operations 1.3, Asset Planning and Control 1.4, and Help Desk 1.5. The service model was created with input and buy-in from the customers. The quality tools brainstorming, benchmarking, interviewing, and surveying were all used in the development process of the service model. Each of the five major work packages will be reviewed here.
6.3.1. Project Management
Program Management 1.1 contains many of the services necessary ...
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