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Service quality as a competitive advantage
What are the importances of service quality
Service quality as a competitive advantage
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Information Systems
According to Valacich & Schneider (2010), an information system is a computer-based information system that is a combination of hardware, software and telecommunicatons networks that people build and used to collect, create and distribute useful data.
Characteristics of IS that Succeeds
Information systems must have certain characteristics in order to be deemed successful. According to Petter, DeLone, & McLean (2008), the D&M IS success model can be used as a guideline. This model identifies six dimensions which can be used to measure IS success, these include:
• System quality – this is the desirable characteristics of an information systems, which includes ease of use, flexibility of the system, system reliability, easy to learn and one that has quick response time.
• Information quality – this relates to the desirable outputs of the system, including management reports, web pages. These should have attribute such as being relevant, accurate, concise, complete, timely, current and useable.
• Service quality – this refers to the quality of the support that the users of the system receive from the IS department and the IT support team. Key attributes include responsiveness, accuracy, reliability, technical competence and understanding of the personnel staff.
• System use – this is the level and manner in which the staff and customers will exploit the capabilities of the system. This include amount of use of the system, regularity of use, what it is used for, the suitability of use, extent and purpose the use of the system.
• User satisfaction – this concerns the satisfaction of the users with reports, Web sites and support services.
• Net benefits – this is relates to the contribution that the IS maki...
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...). 10 reasons for IT failure. Retrieved April 27, 2014, from http://www.zdnet.com/blog/projectfailures/10-reasons-for-it-failure/730
Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success:models, dimensions, measures,and interrelationships. European Journal of Information Systems, 236-263. Retrieved April 26, 2014, from http://www.pchocolaad.com/research/0000%20-%20%20Measuring%20information%20systems%20success%20models,%20dimensions%20measures%20and%20interrelationships.pdf
RADA. (n.d.). Agricultural Business Information System. Retrieved April 26, 2014, from http://www.abisjamaica.com.jm/#
SRC. (n.d.). Caribbean Energy Information System. Retrieved April 26, 2014, from http://www.ceis-caribenergy.org/about/
Valacich, J., & Schneider, C. (2010). Information Systems Today Managing in the Digital World (4th ed.). New Jersey: Prentice Hall.
Saunders, C. S., & Pearlson, K. E. (2009). Managing and Using Information Systems. John Wiley&Sons, Incorporated.
According to Merriam-Webster, quality is defined as how good or bad something is. This applies to all things such as a computer, food, and even life. However, Pirsig goes beyond the superficial and explores the true meaning of Quality.
The Success Measure: The success measure is to maximize the daily operating profit and to gain market share.
In the business world today, technology is becoming an essential staple. Every big business relies on it one way or another. More importantly than just technology itself, the use of management information systems is what guides a company in terms of catering to its customers and knowing what moves to make next. Management information systems (MIS) can be defined is the study of people, technology, and organizations (What is MIS?). However, that is a very general definition because there is a lot more that comes out of the use of these MIS systems.
The three main criteria that are most important in a quality system are as follows:
- Williams, L.T, 1997, “Planning and managing the information system - a manager's guide”, Industrial Management & Data Systems Volume 97 Number 5 1997 pp. 187-191
Quality is one of the most important components of application development and an integral part of the project process to ensure that errors are not made while
Introduction Effectively integrating information technology (IT) into an organization’s business processes is critical if the organization wants to increase productivity and remain profitable. IT includes items such as the systems software, application software, computer hardware, and the networks and databases that help manage the organization’s information. When implementing quality standards and processes that are forever changing in the IT world, organizations must balance these changes while continuing to rapidly implement new systems technologies in order to stay competitive. Quality improvements in IT delivery and service support can be improved by measuring and tracking user satisfaction, integration and flexibility early on in the decision process and reinforcing them throughout the review process. Adhering to quality management best practices means ensuring that quality standards are strictly enforced and entrenched into the organization’s philosophy.
In order to make useful, there are some characteristics such as being practical and dependable. As a dependable for it must be acurate, unbiased and verifiable and practically accounting information must be compareable, prepared in a time frame, user friendly, consistent and able to differentiate.
Establishing metrics is crucial to any organization, especially in technology related company projects. Metrics permit organizations to measure its performance against industry sectors to determine how well the company is doing. Furthermore, metrics allow organizations to evaluate and improve the effectiveness and efficiency of its processes. Metrics are designated in different categories. The categories identified in this document include output, in-process, and people. (Duris 2003) The organization must first determine exactly what the company is trying to accomplish or determine. Metrics are then identified based on what is relative to the subject matter. Finally, metrics are verified when tracking progress against previous records or a company given standards or goals.
Service Quality: This dimension is the last and final factor of the value it appears when the customer has made up his mind to purchase a product or service. Service quality decides the relationship between the customer and the store.
Laudon C. & J. Laudon (2003: 5th edition) Essentials of Management Information Systems. London: Prentice Hall International Limited
Perry, B., 2005, Organisational Management and Information Systems. [e-book] Oxford; Elsevier. Available at: Google Books . [Accessed 14 November 2013]
"An information society is a society in which the creation, distribution, diffusion, use, integration and manipulation of information is a significant economic, political and cultural activity’ (Wikipedia, the free encyclopaedia).