Modern business processes rely heavily on IT services. In spite of this growing dependency, as well as the rise of customer expectations for performance and qua

There are many standards, methods and perhaps most confusing, but most importantly of all acronyms in use in the field of quality management, and especially so

This book provides a clear, easy to digest overview of Quality Management Systems (QMS). Critically, it offers the reader an explanation of the International St

Quality has quickly become one of the most important decision-making factors for consumers. And although organizations invest considerable resources into buildi

"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.