Well, yes it does matter, that’s pretty obvious. The challenge is being able to demonstrate that you are delivering a quality service, that you are tackling the problems with service delivery and that you can show the business that there is movement from A to B. On the 3rd of December we ran a live event on precisely this issue …
competition or punishment
These are the only two factors that make "quality" relevant. Can your victims, sorry customers go elsewhere for better service or can the individuals, who are responsible for administering services that are below par, be identified and punished (or brought up to standard)?
Without these ways of handing power back to the people at the receiving end, any talk of quality is meaningless. This is especially true within organisations where one group provides a service to another. While there may well be SLAs in place, unless there is some means of saying "that person, there failed" there's very little point having them. All you end up with is another layer of regulation and oversight which produce reports no-one reads and fewer take action about and more teams coming up with excuses and reasons why their failures are due to circumstances outside their control.
QOS is yet another of those nebulous terms beloved by the merkins in management. No doubt, should Crapita ever get involved in the tests, results will be Epic Fail
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