Abstract
With the IT services industry heading towards commoditization of services, there has been a lot of recent interest in defining standard Quality of Service (QoS) metrics and implementing Quality of Service Management (QoSM) systems and solutions. Some of the QoS solutions focus on continuously monitoring and predicting the state of operational parameters in IT service delivery settings, and some others focus on understanding customer survey data to build QoS metrics that affect customer satisfaction. The relationship between these two seemingly disparate approaches to QoSM is not well understood. While continuous monitoring of operational QoS metrics is very important to improving operational efficiency, the impact of improving operational efficiency itself on the customer's assessment of QoS is not very well known. This paper provides a new framework and methodology to study the effect of improving operational QoS on customer satisfaction. Taking examples from a global service delivery organization, the paper also applies the new framework to show that incremental improvements to operational efficiency do not always contribute very significantly to customer satisfaction. There may also be other aspects of operational performance not captured in the usual Key Performance Indicators (KPIs), such as adaptability of operational parameters to changing customer scenarios, that are more relevant to customer perception of QoS.
Published Version
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