ROI - TCO White Papers
Achieving Excellence In Information Technology Services
Overview The pursuit of excellence has been a focal point of service industry organizations for several decades. In fact, many organizations have used a variety of methodologies to address key functions of the service business, such as consumer loyalty, customer relationship management and process reengineering. Unfortunately, it's been difficult to adapt these approaches to the diverse and complex needs of information technology services organizations - both in-house shops and independent providers. However, recent efforts by a leading global IT services provider, EDS, suggest that a combination of old and new tools holds promise in meeting this challenge. This paper examines the enterprise strategy, program design, system features and operating mechanisms that EDS used. More importantly, It will also help reader discover why EDS’ program is a powerful model for other IT services organizations to emulate.
| Publisher | EDS , Electronic Data Systems Corporation | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | July 2003 | Downloads | 71 |
| Format | White Papers | ||
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