The quality of IT services
The understanding of the vital role that Information Technology plays in organizations is increasing. Proportionally, the demand for quality in the services it provides also increases. And if by quality we understand the degree to which needs and expectations are met, we see that, today, in any area, what dictates the success of a business is customer satisfaction. Satisfaction that must be sought, conquered and managed based on good service.
David Garvin, renowned quality guru teaches: “If quality is to be managed, it must first be understood. ” To understand it, it is worth remembering two basic characteristics of a service offering: variability and intangibility. The outcome of a service offering is not always regular or predictable as is often the case with a product offering. This makes the perception of its quality occur, solely, through an experience. In the view of specialists, it is when the customer experiences the service that he assumes a position, favorable or not. This meeting is so important that some call it a “moment or moment of truth”.
The market, which is increasingly competitive, demands from the IT areas a strategic planning that promotes rapid diagnosis and problem solving, cost reduction, process improvement, control of information and opportunities. Quality positively impacts the IT department's relationship with the customer when aligned with the organization's guidelines, business needs and market innovations. As a rule, the lack of structured processes, poor integration between teams, and lack of communication with the user negatively affect the quality of a service.
Good quality management involves knowledge in processes and business, interpersonal skills, leadership and investments in infrastructure, aiming at optimizing routines for high added value deliveries. Monitoring these routines should focus on improving device performance and productivity. The automation of operational activities and the transfer of work steps to the digital environment also add productivity, aid in internal communication, storage and data sharing. Management must have good planning, but this must be flexible and subject to adjustments whenever necessary, ensuring greater efficiency, lower risks and, therefore, compatible investment returns.
If it is a fact that IT must be recognized for its importance, it must also keep its services up to the expectations of its customers and users. Therefore, according to Gartner, although many companies have lost revenue from the pandemic, it is certain that they will maintain their investments in infrastructure and in tools that support innovation, safe operations, high productivity and improved service.
Aware of these premises and aware of the relevance of IT in business in general, Sphere strives for good service at all levels of its service provision. Equally valuing good communication with its customers, it established a brief dialogue with them to obtain feedback on their experiences. The result of this survey showed 100% approval in relation to the quality of service and satisfaction of expectations, ensuring the indication of its services to potential customers, due to the solid trust gained.
Partial results – year 2021
How do you assess Sphere's service quality?
Very good – 94% / Good – 6% / A little bad – 0% / Very bad – 0%
How satisfied are you with Sphere?
Very satisfied - 94% / Satisfied - 6% - Slightly dissatisfied - 0% - Very dissatisfied - 0%