THE SERVICE QUALITY IMPERATIVE

摘要

Successful enterprise service quality management requires a perspective that has application response time and availability as a primary focus and relates component infrastructure measures to those in a meaningful way. Servers, networks, etc. can be extensively busy, but this is secondary if service delivery is stable and acceptable. This paper advances a methodology for constructing an easy to understand application service quality index from its response time, availability and infrastructure components. A family of these indexes can be used as a high level awareness center for an enterprise.