Good to Great in IT Service Management: A Case Study

Authors A.J. Gilbert Silvius, Eric Brugh, van der
Published in Communications of the IIMA (CIIMA)
Publication date 2009
Type Article


For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of 'good' companies to 'great' companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact 'soft' factors that concerned the human side of the team more than the organizational, procedural or structural measures.

Language English
Published in Communications of the IIMA (CIIMA)
Year and volume 2009 Volume 9 4
Key words klanttevredenheid, IT service management
Page range 21-36