Service Quality Management (SQM) is a strategic goal for the management of most IT and communication services organizations. It is the process framework by which the quality of the operation can be measured, analyzed, enhanced and verified. Improved IT or telecom services, consistent levels of quality and increased reliability are the most important direct benefits of Service Quality Management.
The concept and content of Service Quality Management
- Define quality expectations of the services provided and purchased
- Measuring the availability and quality at multiple technical levels, including
- the network and computer infrastructure,
- the base software systems,
- the application level of IT services
- the efficiency and proficiency of customer support teams
- and, of course, the end users’ overall experience
- Storage of these measurements and conversion into performance indicators (PIs / KPIs), using Big Data analysis technologies.
- Publication of on-line dashboards and document reports on the real quality, compared to the expected service levels. In addition to service quality indications, the dashboarding technology is also suitable for presenting the real-time health of services.
- Monitoring the evolution of quality and providing feedback to IT operations and development.
How does SQM affect the success of the business?
- The primary purpose of SQM is that IT and communication services are available in appropriate level of reliability, quality and capacity
- It is also important that the human and material resources dedicated are used in an efficient and economical way.
- SQM processes also make it possible to objectively inform customers, as a proof of professionalism and attention to quality.
- Experience has shown that all these are particularly important in the case of services which directly affect clients, i.e.:
- online systems used by customers
- office systems supporting customer interactions like sales, support and helpdesk
Principal attributes of successful Service Quality Management system implementations
- The majority of the quality related data are to be collected automatically, accurately and objectively.
- Measurements should primarily correlate with the quality of real services, and also the quality of service users’ experience.
- Service quality information should be regularly and prominently published to those affected, e.g. in the form of online displays (dashboards) and periodic reports.
- Each viewer should primarily receive the level of detail he can consume without extra effort, but means to go further in the data should also be provided.
