Paper Info
Title
Measuring Service Solution Quality in Services Outsourcing Projects Using Value Driver Tree Approach
Abstract
In this paper, we present a framework to model and measure the quality of an information technology (IT) service solution in services outsourcing domain. Our three main contributions in this paper are as follows. First, we present a systematic method to identify the drivers of Information Technology (IT) service solution quality based on the lifecycle phases of IT services projects; Second, we present ten service quality measurement dimensions and the associated metrics for measuring these dimensions organized as Value Driver Trees (VDTs); Third, we present a qualitative and quantitative analytical approach for modeling IT service quality metrics and for predicting the quality of service solutions using Value Driver Trees (VDTs). To the best of our knowledge our work is the first of its kind for measuring IT service solution quality in services outsourcing projects from IT service provider point-of-view. We are currently implementing these metrics at a large IT services outsourcing services provider.
Year
DOI
Venue
2012
10.1109/SRII.2012.30
SRII Global Conference
Keywords
Field
DocType
tree approach,it services project,large it service,it service solution quality,service quality measurement dimension,information technology,services outsourcing projects,measuring service solution,value driver,service solution quality,it service provider point-of-view,it service quality metrics,service solution,outsourcing,measurement,quality management
Service design,Service level objective,Service quality,Business service provider,Computer science,Service system,Service provider,Service level requirement,Service delivery framework,Marketing,Process management
Conference
Citations 
PageRank 
References 
1
0.39
7
Authors
2
Name
Order
Citations
PageRank
Rama Akkiraju157149.91
ruoyi zhou282.06