Delivering quality in global IT services

Abstract

This paper addresses the quality problems that arise due to the globalization of business, and the nature of global IT service requirements. We describe how one company, Origin, tackles these through a quality approach which is based on a service management model rather than a production model (such as ISO 9001), and consider the advantages of this approach. We start with a brief description of globalization and the main characteristics of services (as contrasted with products). We go on to discusses the Origin business model for global services, which provides a framework to overcome these obstacles, structure decision making and ensure the quality of service delivery. The model encompasses: - accountability and the global account management structure; - the contractual arrangements between parties; - service life-cycle and global control procedures.