The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON INFORMATION SCIENCE AND APPLICATIONS
Transactions ID Number: 29-470
Full Name: Dzenana Donko
Position: Professor
Age: ON
Sex: Female
Address: Faculty of Electrical Engineering, University of Sarajevo, Zmaja od Bosne B.B. 71000 Sarajevo
Country: BOSNIA AND HERZEGOVINA
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E-mail address: ddonko@etf.unsa.ba
Other E-mails: dzenana@logosoft.ba
Title of the Paper: measurement of service effectiveness and establishment of baselines
Authors as they appear in the Paper: Dzenana Donko Ismet Traljic
Email addresses of all the authors: ddonko@etf.unsa.ba,itraljic@etf.unsa.ba
Number of paper pages: 10
Abstract: In this paper the concept of the measuring service effectiveness focusing on customer-defined quality, continual improvement, employee empowerment, and measurement-based management and feedback is described. Metrics must be developed based on the priorities of the strategic plan, which provides the key business drivers and criteria for metrics. We will define these metrics and relevant information for their evaluation and establishment of measurement criteria. The most difficult part in implementation of this approach is consolidation. Described framework will captures relationship between business and IT service and will identify quantitative technique for establishing baselines and discovering possible losses during deployment of processes.
Keywords: Service management lifecycle Service operation Balanced scorecard Strategic objectives
EXTENSION of the file: .pdf
Special (Invited) Session: Continual Service Improvement Using Balanced Scorecard
Organizer of the Session: 614-378
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