The services industry is currently the fastest growing part of economic activity in the world and some companies are changing their business models from product manufactures to service providers. However, the services quality is still affected by gaps identified two decades ago. One example of these gaps is when the service provider has a perception of what the customer expects that diverges from the real expected service. To solve this problem, we are working on a service quality approach based on the Enterprise Ontology theory. According to this theory, the operation of organizations is all about communication between social actors and their production. Based on it, a Service Level Agreement definition is given and a service quality specification solution is derived. We applied the solution in the Information Technology Division of a private bank and the solution showed to be mature enough to model the bank reality regarding service quality levels.
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- DEMO-Based Service Level Agreements
Miguel Mira da Silva
- Springer Berlin Heidelberg
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