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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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7.1. Introduction

Processes and procedures provide the framework for a quality organization. Tasks that are performed on a routine basis should be developed into a procedure. Every staff team member should use these procedures and continually enhance them as needed. They are especially important for new team members to ensure that they follow the standards developed by the ISD organization. Processes and procedures also enable the ISD organization to become predictable. Customers will become accustomed to and accept certain things from the ISD organization. For example, the customer will recognize how problems are communicated to them in the same fashion each time and in the same format. This will help improve customer satisfaction.

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