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Satisfaction in IT Satisfactie in IT

Satisfaction in IT

Measuring IT satisfaction as a key to quality improvement and innovation.

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Outsourcing Performance Outsourcing Performance

Outsourcing Performance

Independent benchmark survey among service providers and their clients.

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Outsourcing Performance 2012

Our annual research on IT outsourcing shows the importance of innovation in sourcing relations and provides a perspective how to organise this.

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User satisfaction as KPI in outsourcing

Wegener links KPI satisfaction to the service provider’s bonus. The result? End-user satisfaction improves, and SLAs are achieved.

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Inescapable challenge for the IT organisation

What are the main challenges for IT organisations given that information technology is woven into the whole organisation. About new contours of IT and how to shed obsolete working methods.

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DSM’s business case for ITsat explained

Since the summer of 2006, DSM has been using ITsat to measure and improve user satisfaction with IT at the company's sites around the world. What are the specific benefits that ITsat has delivered for DSM?

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Lessons for outsourcers

More and more businesses try their hand at outsourcing their IT services, with varying results. How can you ensure successful outsourcing? We’ve outlined the main success factors.

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Articles

To the article » Chargeback 2.0

Chargeback as success factor in sourcing

Cost management requires transparent insight into the financial situation: the actual costs and the source of these costs. Chargeback links these two issues.

To the article » Improve quality and make money!

The role of quality in IT

When it comes to quality management, an IT organisation can take a leaf out of industry’s book. And with good reason. Quality is a good generator of money, and lots of it.

To the article » Towards the ‘Wow’ factor

Three steps to start on service excellence

At many organisations, service excellence is still in its infancy. How do you ensure that the quality of services improves by leaps and bounds? How to achieve the 'wow' factor in three steps.