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  1. Proceedings of the 2007 workshop on Automating service quality (WRASQ '07)
  2. Towards TQM in IT services
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High confidence software for cyber-physical systems
Automating service quality with TOMCAD (Tradeoff Model with Capacity and Demand)
Mulini: an automated staging framework for QoS of distributed multi-tier applications
A parameterized model transformations approach for automating middleware QoS configurations in distributed real-time and embedded systems
Reducing runtime complexity of long-running application services via dynamic profiling and dynamic bytecode adaptation for improved quality of service
Disruption-aware service composition and recovery in dynamic networking environments
New perspectives in autonomic design patterns for stream-classification-systems
Automated management and service provisioning model for distributed devices
Towards TQM in IT services

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A TQM Approach to the Improvement of Information Quality

Towards TQM in IT services

Content Provider ACM Digital Library
Author Chen, Xian Sorenson, Paul
Abstract In the past five years, more and more information technology (IT) projects have been adopting service-oriented solutions. In addition, more and more traditional business and government organizations are focused on clearly identifying and monitoring the core IT services they are delivering. The remarkable growth of web service technologies and service-oriented architecture (SOA) solutions yields both challenges and opportunities in improving the quality of IT services and has given rise to a variety of IT service management frameworks like IT Infrastructure Library (ITU) and Capability Maturity Model Integrated (CMMJ). This paper presents the problem of total quality management (TQM) in IT services, followed by a review of quality definitions from four levels of perspectives. Based on the comparison of the different definitions, the necessity of integration of quality measurement and improvement approaches is identified and our preliminary work on TQM in IT services is introduced.
Starting Page 42
Ending Page 47
Page Count 6
File Format PDF
ISBN 9781595938787
DOI 10.1145/1314483.1314492
Language English
Publisher Association for Computing Machinery (ACM)
Publisher Date 2007-11-06
Publisher Place New York
Access Restriction Subscribed
Subject Keyword Tqm It services Quality measurement and improvement
Content Type Text
Resource Type Article
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