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World Class IT Service Delivery by Peter Wheatcroft

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THE SERVICE ACCESSION MODEL

We have looked in some depth at a number of definitions of world class and the processes and schemes by which attainment of world class can be demonstrated. With the exception of the BCS IT Professional Awards, all the other awards schemes are generic in that they can be applied as equally to business services as to IT, but they are also all applicable to IT services. As we have seen already, IT companies can do well in the MT/Unisys awards scheme and through external assessment against the EFQM Excellence Model, and the author commends them both; indeed, he has experience of the EFQM Excellence model being used to define service improvement initiatives for several organizations, both public-sector bodies and commercial ...

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