Addressing the issues

Abstract

Describes the approach developed by the authors in using total quality management philosophies and techniques to address the issues and problems arising from IT service provision. Outlines IT service quality issues and discusses MARQUIS (Managing Requirements and Quality in Services), which can be used to specify users′ requirements and develop service products to fulfil these requirements. Provides a Service Code of Practice (SCOP), and suggests that both it and MARQUIS will be of great benefit to the IT industry and its customers in years to come.

Citation

Ward, N. and Broadhurst, J. (1992), "Addressing the issues", Managing Service Quality: An International Journal, Vol. 2 No. 6, pp. 363-368. https://doi.org/10.1108/09604529210029669