HigherED SIG - Service Quality: The Big Picture

Presented by

Janelle Heineke, Boston University School of Management, Professor and Chair of Operations and Technology Management

About this talk

IT services often emphasize the smooth management of service requests, but there is much more to service quality than rapid request turnaround. This webinar explores: •The particular challenges related to managing service quality. •Several models of service quality management, including the service quality gap model and the quality philosophies of Deming and Taguchi.

Related topics:

More from this channel

Upcoming talks (0)
On-demand talks (198)
Subscribers (17802)
itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.