ISSEC 2013 Book of Abstracts (Sept. 2013) | Page 13
Tuesday 17 September, 2013 15:20 – 15:50
Quality Excellence Model for Achieving Outstanding User Experience Sachin Ramesh Parandker Service Research and Innovation Department Tata Consultancy Services Limited
The measure for the organization can be broadly categorized under Quantitative and Qualitative measures. While the organizations are well capable of managing the performance on the quantitative measures there is large area of qualitative measure where work can be improved. Many organizations use the performance frameworks in their journey for excellence. However these performance frameworks mainly emphasize on the performance based results with implicit focus on the qualitative measures. Quality Excellence Model is derived from excellence models with an objective to emphasize more on the Qualitative Standards, Qualitative Processes and Qualitative Outcomes. Quality measures are very subjective which lies in the mind of the consumer or customer, and due to this nature it is very difficult to measure. This paper discusses about the Quality Excellence Model (QEM) that helps by serving as a working tool for understanding and managing Quality of Service (QoS) which leads to outstanding Quality of Experience (QoE) for the User.
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