Enhancing SE deployment in large organisations by proactively managing service quality of SE training and support services

摘要

When implementing Systems Engineering (SE) in large organisations, one key success factor that is absolutely essential for the acceptance of the related changes by concerned employees is the availability of high quality training and support services. For many such employees that are meant to start applying SE in their daily work, the first and arguably most important impression is the one given in the corresponding training session. Also, once they have completed the training needed for their level of involvement, it is crucial that they find the necessary support to get started and keep on track. The present paper will argue why it is worthwhile to proactively manage service quality when introducing SE in large organisations, give an overview of a proven Service Quality Management process for SE training and support services, illuminate the inherent advantages of such an approach and specifically look at a case study from Airbus, where the process in question has been used over a period of two years.