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Information Technology Service Quality – How does yours measure up?

Information Technology Service Quality – How does yours measure up?. Jane McGuire Strategic Planner Office of the CIO UNM. Today’s Topics . Quality Service Quality Measurement ServQual TechQual+. What is Quality?. ISO Quality Control / Quality Assurance Six Sigma

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Information Technology Service Quality – How does yours measure up?

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  1. Information Technology Service Quality – How does yours measure up? Jane McGuire Strategic Planner Office of the CIO UNM

  2. Today’s Topics Quality Service Quality Measurement ServQual TechQual+

  3. What is Quality? • ISO • Quality Control / Quality Assurance • Six Sigma • Lean Manufacturing, JIT production • Balanced Scorecard • Malcolm Baldrige Quality Award Process

  4. Malcolm Baldrige Quality Award • Leadership • Strategic Planning • Customer and Market Knowledge • Measurement • Workforce • Process Management • Results / Outcomes

  5. Quality criteria • “The only criteria that count in the evaluation of service quality are defined by the customers.” Valarie Zeithaml, Ph.D., Delivering Quality Service

  6. What the customer wantsper Horst Schultze, CEO, Ritz Carlton, 2006 • Defect-free service • Correct, consistent, reliable • Timely service • Now, according to created expectation • To feel good • Individual treatment, knowledge • Result = Loyalty

  7. How do we measure service quality? • Self-Assessment checklist • Anecdotal, individual feedback • Focus Groups and one-time surveying - qualitative & quantitative data • ECAR, Soochow & University of Hong Kong survey, University of Wisconsin/ECAR survey • Polling • Microtrends (Mark J Penn) • Statistics • Logs, time measures, ratios, control charts, variation

  8. Service Quality (SERVQUAL) Model – Published 1990 Comprehensive customer view of Quality Service over time addresses: • Tangibles • Facilities, equipment, personnel, materials • Reliability • Delivering what’s promised • Responsiveness • Helping customers with immediate needs • Assurance • Competence, skills, knowledge, credibility, courtesy, security • Empathy • Access, communication, understanding the customer

  9. Evolution: SERVQUAL, LibQual+®, • ServQual 1990 • Measure five service areas • LibQual+® mid 90s • Measure place, service affect, information control

  10. Higher Education TechQual+ • 2006 -Tim Chester, CIO, TAMU/Qatar then Pepperdine University • 3-year research project – multiple rounds of qualitative and quantitative data collection • Statistically reliable, valid and universal instrument for technology service assessment • 12 institutions participating in development

  11. TechQual+ Survey topics • Instrument • Content • Analysis

  12. TechQual+ Survey • The Instrument • Standardized, outcomes-based ‘zone-of-tolerance’ analysis assessment tool • Customer, not service-provider, perspective • In-house comparison across years • National comparison across institutions • Large numbers of customer data to support data-driven decisions • Useful to set internal priorities and allocate resources • The Tool • Web-delivered, remotely hosted on SQL server, • institution-defined loading categories • www.techqual.org

  13. TechQual+ Content • 6 areas of questions • Inclusive planning • Access • Campus information systems • Web • Support • Classroom Technology • 5 questions per area • 3 answers per question • Desired level of service • Minimum level of service • Perceived or experience level

  14. Content related to SERVQUAL • Customer values • Empathy: Inclusive planning • Reliability: Access, Campus information systems • Assurance: Campus information systems, Web • Responsiveness: Support • Tangibles: Classroom Technology, Support

  15. Statistics in TechQual+ • Number of respondents, mean and standard deviation • Service adequacy gap • Service superiority gap • Zone of tolerance identified

  16. For Example:

  17. *Qual+ Analysis • By groups for each question

  18. TechQual+ RefinementUNM’s involvement • CIO/ITS and HSLIC co-sponsoring • UNM HRRB approval of research project using human subjects • Principal Investigators: Holly Buchanan, Barney Maccabe • Investigators: Jane McGuire, Sally Bowler-Hill • Focus Groups – April 2007 - faculty, staff, student and 2 mixed groups • Participants looking for Collaboration, Consistency and Communication – True in every school, large and small! • Need for personal control: if no control, it better work • Pilot Surveying • Internal central IT on main and north campuses – June 2007 • 5 Colleges & admin groups – September 2007

  19. Why Pilot ITS/HSLIC? • Gather opinions on most & least important questions to ask UNM community • Establish a baseline for internal perception of IT services • Learn the survey instrument • Tests the interfaces and administrative functions of this instrument

  20. ITS/HSLIC Results

  21. Support Info. Systems Classroom Technology Access Mean Score (1-9) Inclusive Planning Web ITS/HSLIC Vertical Bar Chart Question #

  22. ITS/HSLIC Radar Chart Questions 1-5 Incl Planning 6-10 Info Systems 11-15 Access 16-20 Classroom Tech 21-25 Web 26-30 Support

  23. Campus Pilot • September 2007 • Preliminary list of divisions to survey • Anderson School of Management • College of Education • College of Nursing • University College • University Libraries • Administrative groups: Budget Office, Extended University, Research & Economic Development, Continuing Ed

  24. Demographic data loaded • Status: faculty/staff/student • Age: • <=18, 19-22, 23-30, 31-45, 46-65, >65 • UNM ‘Age’ • < 6mo, 6-24mo, 25mo-5 yr, >5 yr • Gender • Pure student & Faculty/staff • Division/College groups

  25. Consider for next time at UNM… • Fewer Questions or categories • Motivate a higher open rate • Punchier invitations & reminders • More reminders • Sender should have direct relationship • Departmental competition? • Better rewards? (iPods?)

  26. Using survey results • Work with departmental IT service providers • Share planning • Share results • Use data to base decisions, set priorities and make requests • Organize for improvement, assuggested by ServQual developers: • Formalize improvement processes • State clear direction & priorities • Involve many, emphasize teamwork • Incremental steps, not all at once • Empower staff, flatten the organization

  27. ServQual: service quality gaps

  28. Close the service gaps

  29. Quality service tenets • Constant, incremental improvement • Add strategic value - don’t only provide a commodity service • Reliably flawless • Right now! • Individualize / personalize service • Right the first time or VERY right the second time

  30. Questions / Discussion

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