Abstract

This article presents a quantitative approach to managing the quality of computing service from the user's point of view. Since the quality of service is usually judged subjectively (e.g., “your service was poor last week”), it is difficult to know how to manage quality. The technique described uses process analysis and service-level agreements to identify important service attributes. Utility and decision theory is applied to develop a service-level index for a customer group. This index is used to manage the quality of service. The model development process is described, and outputs are presented. Applications in quality control, service-level forecasting, and financial planning are discussed.

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