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World Class IT Service Delivery by Peter Wheatcroft

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DEFINING A QUALITY MANAGEMENT SYSTEM

The reaction of most people when presented with the word ‘Quality’ is usually to conjure up an impression of something rather grandiose. The analogy of Rolls Royce and Mini cars often comes to mind, which is rather unfortunate because they are both quality vehicles – for the purposes for which they were designed, which are different. So how can quality be represented accurately in today’s IT world, and what are the implications for service teams? In particular, how should a world-class team approach the issue of managing quality?

Ignoring this topic is a very bad option because if you’ve read this far, it should be clear that management of quality is all about planning and delivering good IT services. This, ...

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