Research On Service Quality Management Optimization Of IT Operation Of Company A

IT operation service management is a service-oriented IT management.The focus of IT operation service management is how to effectively use IT resources to properly meet the needs of customers and users.The quality of IT operation services is the key point that enterprises need to focus on.On the one hand,is the reliability and timeliness of services.On the other hand,set up continuous and dynamic feedback from customers.Enterprises need to continue improve the quality of services to meet the dynamic demand from customers and users.Six Sigma is a set of management ideas and systematic methods that can enable enterprises to continuously improve,continuously enhance customer satisfaction and operational performance,the core is based on customer needs,through systematic and scientific methods to reduce process fluctuations,improve quality,reduce costs,optimize processes,meet customer requirements,and enhance customer satisfaction.Based on study relevant domestic and foreign documents,depend on the IT operation service management theory(ITIL)and six sigma management,establish the service quality optimization model by the DMAIC method in the definition stage,measurement stage,analysis stage,improvement stage and control stage.According to the business current situation,the process and customer satisfaction,to identify the weaknesses and deficiencies of the IT operation service,by the DMAIC method to analyses and improve.By the CTQ,DPMO and other methods to identify the key factors of the quality of services,then determine the key service quality characteristics of customer satisfaction.Based on the analysis,the key factors are identified and improved.In addition,formulate the safeguard measures and control plans can ensures the improvement plan carried out smoothly and solidified,the improvement plan can be continuously revised and adjusted during the implementation process,so as to achieve good improvement effect and maintain for a long time.At the same time,analyzes the effect of the improvement of the service quality,verifies the effectiveness and practicability of the improvement,and finally summarizes and prospects.