Short-Term Quality Improvements

Stephan Kasulke ()
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Stephan Kasulke: T-Systems Austria

Chapter Chapter 7 in The Road to a Modern IT Factory, 2014, pp 65-71 from Springer

Abstract: Abstract Clients in the ICT industry tend to rate a provider's performance by the absence of disruptions or — if they occur — the time taken to respond to and resolve such incidents. This chapter explores how disruptions can be prevented effectively and systematically, and how incidents can be resolved quickly and efficiently.

Keywords: Business Process; Problem Management; Service Organization; Major Incident; Online Banking (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-642-40219-7_7

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DOI: 10.1007/978-3-642-40219-7_7

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