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World Class IT Service Delivery by Peter Wheatcroft

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INDUSTRY DEFINITIONS OF WORLD CLASS

World-class achievements are not just confined to golf, and neither are they an esoteric concept. The issues and characteristics of organizations that strive to achieve outstanding service performance can be analysed and measured, and a number of important models that do this are outlined in this chapter. But before looking at the models, it is useful to look at how world class has been defined more generally. For instance, the Government Accountability Office in the USA defines world-class organizations as being ‘recognized as the best for at least one critical business process and are held as models for other organizations’. In contrast, The Bridgefield Group, which specializes in quality management and ...

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