| Abstract
This white paper discusses the role and benefits that
quality can have in delivering IT services and, in particular,
offshore IT services. Quality is a term that is often
used, especially when IT services firms market to potential
customers, but its meaning is usually abstract. This
document attempts to make the term "quality"
more tangible by providing IDC's framework for understanding
it as a critical element of service delivery and organizational
effectiveness as well as analyzing its effect on business
benefits.
This paper answers questions such as:
 |
What is quality in
relation to the delivery of IT services from external
providers? |
|
How is quality related
to business results and benefits? |
|
Why is quality important
when evaluating external IT services firms? |
Authors
Stephanie M. Torto,
Ruthbea Yesner
To know more about Wipro in Quality, go to www.wipro.com/quality |
