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Bronwyn Fletcher Systems Thinking Pty Ltd. Survey background © Systems Thinking Pty Ltd 2010 maturing IT service quality Measures the quality of service.

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Presentation on theme: "Bronwyn Fletcher Systems Thinking Pty Ltd. Survey background © Systems Thinking Pty Ltd 2010 maturing IT service quality Measures the quality of service."— Presentation transcript:

1 Bronwyn Fletcher Systems Thinking Pty Ltd

2 Survey background © Systems Thinking Pty Ltd 2010 maturing IT service quality Measures the quality of service being delivered by IT support Universities in Australia and New Zealand participate each year Different surveys for staff and students

3 Benchmark Survey © Systems Thinking Pty Ltd 2010 maturing IT service quality IT ClientClient Services 3 rd Tier/OtherVendor Communication flow Delay to fix

4 Benchmark Survey © Systems Thinking Pty Ltd 2010 maturing IT service quality IT ClientClient Services 3 rd Tier/OtherVendor Communication flow Delay to fix

5 Staff © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Over servicing 1.Huge variety of hardware and software 2.Generational support issues 3.AV/VC pressure 4.Sessional lecturers and Post Grad students 5.Mac support and mobile devices

6 Students © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Poor understanding of technology support 2.Generational support issues 3.ESL and Non-English operating systems 4.Access to University provided computers 5.Mac support and mobile devices

7 Impact on service quality © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Centralization 2.Outsourcing 3.Outages 4.University wide roll outs

8 What clients w ant © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Desire to help 2.Communicate in plain English 3.Communicate relevant information on a regular basis 4.Understand their priorities and needs 5.Be responsive 6.Not to be treated like an idiot

9 Improving service quality © Systems Thinking Pty Ltd 2010 maturing IT service quality May require changing a client’s: Perception Expectation Behaviour

10 Over servicing © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Unrestricted “best effort” 2.Non urgent before urgent 3.Doing things for clients they should be doing themselves 4.“While you’re here, before you go” syndrome

11 Inter-team Service Quality Assessment™ © Systems Thinking Pty Ltd 2010 maturing IT service quality Q9: How effective is the Network team communicating on outstanding job status?

12 © Systems Thinking Pty Ltd 2010 maturing IT service quality IT Scripting AV Corp Apps Networks End User Service Desk Knowledge Base

13 Service model © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Service provider 2.Technology partner

14 Retail model © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.The Customer is always right 2.Keep the Customer happy 3.Exceed the Customer’s expectations

15 IT service alternative © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Customer perception is their truth (but not necessarily fact) 2.Customers can be satisfied, but not happy (need versus wants) 3.Engage with the client to set a realistic expectation; then meet it

16 2011 Benchmark Project © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Process capability and maturity 2.Inter-team service quality assessments 3.Coding of free text responses

17 Ideas for action © Systems Thinking Pty Ltd 2010 maturing IT service quality 1.Segment your client groups 2.Agree on a service model 3.Revise your service values and; 4.Be consistent

18 © Systems Thinking Pty Ltd 2010 maturing IT service quality


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