IT SQM: A Cornerstone of Effective Technology Business

IT services quality management (“IT SQM”) is the practice of managing the quality of IT services within an organization. It involves a variety of techniques and processes to ensure that IT services meet or exceed the desired quality standard.

Improving order consistency and accuracy results in more satisfied customers, resulting in higher revenue and margin, leading to more opportunity and time available for product & service development and innovation.

Why embrace IT SQM?

The quality of IT services varies wildly across the landscape of the IT service industry network. Whether we look at it from the perspective of a company running its own technology teams or from inside the technology provider itself, there is no question that improving overall quality benefits both the business and customers by improving:

Consistency

Consistent, seamless, and knowledgeable product & service delivery builds rapport and trust with consumers over time and answers an important consumer question: I wonder what to expect?

Predictability

Nobody likes risk when it comes to spending their hard-earned money. An outcome of increased quality is increased predictability. Both you and your customers know you are getting what you want out of the transaction.

Accuracy

IT SQM improves process, procedure, and control accuracy, resulting in higher levels of internal and external satisfaction.

Awareness

A focus on quality means paying attention to all aspects of the product & service, to learn and understand what the customer wants and what the business can deliver on.

Confidence

By applying IT SQM, both you and your customers gain increased confidence that the promised results are what will be achieved.

By focusing on these key areas, substantial downstream benefits are realized by both the business and its customers. For example, improving order consistency and accuracy results in more satisfied customers, resulting in higher revenue and margin, leading to more opportunity and time available for product & service development and innovation.

Some key parts of an IT quality management system include:

  • Designing the IT QMS based on standard templates
  • Mapping and interconnection with the organization's quality management system
  • The role of the IT Quality Manager
  • Tool support for improvement tracking
  • IT Quality Board and IT quality reviews

3 tips for quality IT service management:

  1. Periodically train the entire team to align expectations and find gaps
  2. Review strategies to meet business needs
  3. Use modern systems

Some other types of quality management include:

  • Software quality management: Aims to develop and manage the quality of software to meet customer expectations
  • Service quality management: Manages the quality of services delivered to a customer
  • Total quality management: Has four stages: quality inspection, quality control, quality assurance, and TQM

FOLLOWING IT SQM UNLOCKS WORLDS OF HIDDEN POTENTIAL WITHIN YOUR ORGANIZATION

INTERACTIVE EXPERIENCES

  • Enhanced Quality and Coaching
  • Prescriptive Quality and Coaching supported by AI
  • Customer Experience
  • Unfiltered journey experience through voice of customers
  • Severe Alert and Crisis Management
  • Identify reputational & brand risks and provide intervention.

CONNECTED EXPERIENCES

  • Channel Optimization
  • Leverage the right channels to deliver personalized and seamless experiences
  • Intelligent Assist and Support
  • Deliver employee and customer support experience at the right moment
  • Proactive Outreach
  • Anticipate customer product and service needs and stay connected with customer

INTELLIGENT EXPERIENCES

  • Product, Service and Competitor Insight
  • Capture intelligence of enhanced customer primacy and identify market threats
  • Sales, Marketing and Acquisition Effectiveness
  • Capture intelligence to gain market share and share wallet
  • Customer Loyalty and Retention
  • Capture intelligence to increase customer's life-time value and longevity


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