by Xian Chen and Paul Sorenson
This paper addresses the
problem of total quality management (TQM) in IT services followed by a review
of quality definitions from the four levels of perspectives.
TQM is a strategy used
to improve IT system quality, this can be defined in the four step system
quality improvement cycle; Plan, Do, Check and Act. Adapting these steps will
help measure and improve IT services.
The definition of quality is hard to measure when
discussing the quality of service in IT services. In order to develop a better
understanding quality has been divided into four perspectives. The
four perspectives are; Conformance Quality, Gap Quality, Value
Quality and Excellence Quality. Conformance Quality is internally defined and
concerned with the performance and original design specification. Gap Quality
very complex to explain, it is the most pervasive definition of quality in
business management, it is partially related to quality improvement. Value
Quality reflects value and benefits to customers, it is a universal measure but
widely different with different types of objects. Excellence Quality stresses
that features and characteristics of quality are excellent.
Basically the TQM
process improves quality processes by exploring the approach to manage
different levels of quality improvements using the above four different
perspectives to define quality in IT services.
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