Continual service improvement:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
London
TSO (The Stationary Office)
2007
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XI, 221 S. Ill., graph. Darst. |
| ISBN: | 9780113310494 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV022378006 | ||
| 003 | DE-604 | ||
| 005 | 20070927 | ||
| 007 | t | ||
| 008 | 070404s2007 ad|| |||| 00||| eng d | ||
| 020 | |a 9780113310494 |9 978-0-11-331049-4 | ||
| 035 | |a (OCoLC)145828128 | ||
| 035 | |a (DE-599)BVBBV022378006 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-91G |a DE-M347 |a DE-1102 |a DE-573 |a DE-861 |a DE-83 | ||
| 050 | 0 | |a HD9696.67.A2 | |
| 082 | 0 | |a 004.068 |2 22 | |
| 084 | |a SR 770 |0 (DE-625)143364: |2 rvk | ||
| 084 | |a DAT 060f |2 stub | ||
| 245 | 1 | 0 | |a Continual service improvement |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a London |b TSO (The Stationary Office) |c 2007 | |
| 300 | |a XI, 221 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Computer industry |x Customer services |x Management | |
| 650 | 4 | |a Electronic office machine industry |x Customer services |x Management | |
| 650 | 0 | 7 | |a IT infrastructure library |0 (DE-588)4778548-2 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a IT infrastructure library |0 (DE-588)4778548-2 |D s |
| 689 | 0 | |5 DE-604 | |
| 710 | 2 | |a Großbritannien |b Office of Government Commerce |e Sonstige |0 (DE-588)10032835-0 |4 oth | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015587037&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-015587037 | ||
Datensatz im Suchindex
| _version_ | 1804136433259118592 |
|---|---|
| adam_text | Contents
List of figures iv
List of tables vi
OGC s foreword vii
Chief Architect s foreword viii
Preface ix
Acknowledgements xi
1 Introduction 1
1.1 Overview 3
1.2 Context 3
1.3 Purpose 7
1.4 Usage 7
2 Service management as a practice 9
2.1 What is service management? 11
2.2 What are services? 11
2.3 Functions and processes across the lifecycle 12
2.4 Continual Service Improvement fundamentals 14
3 Continual Service Improvement
principles 25
3.1 CSI and organizational change 27
3.2 Ownership 27
3.3 Role definitions 27
3.4 External and internal drivers 28
3.5 Service Level Management 28
3.6 The Deming Cycle 29
3.7 Service measurement 30
3.8 Knowledge Management 34
3.9 Benchmarks 34
3.10 Governance 35
3.11 Frameworks, models, standards and
quality systems 36
4 Continual Service Improvement
processes 41
4.1 The 7 Step Improvement Process 43
4.2 Service reporting 65
4.3 Service measurement 66
4.4 Return on Investment for CSI 84
4.5 Business questions for CSI 89
4.6 Service Level Management 91
I III
5 Continual Service Improvement
methods and techniques 93
5.1 Methods and techniques 95
5.2 Assessments 96
5.3 Benchmarking 102
5.4 Measuring and reporting frameworks 107
5.5 The Deming Cycle 112
5.6 CSI and other service management processes 114
5.7 Summary 126
6 Organizing for Continual Service
Improvement 127
6.1 Roles and responsibilities that support CSI 129
6.2 The authority matrix 137
6.3 Summary 141
7 Technology considerations 143
7.1 Tools to support CSI activities 145
7.2 Summary 151
8 Implementing Continual Service
Improvement 153
8.1 Critical considerations for implementing CSI 155
8.2 Where do I start? 155
8.3 Governance 156
8.4 CSI and organizational change 157
8.5 Communication strategy and plan 161
8.6 Summary 163
9 Challenges, critical success factors and
risks 165
9.1 Challenges 167
9.2 Critical success factors 167
9.3 Risks 167
9.4 Summary 168
Afterword 169
Appendix A: Complementary guidance 173
A1 Innovation, correction and improvement 175
A2 Best practices that support CSI 175
Further information 183
References 185
Glossary 187
Acronyms list 189
Definitions list 191
Index 215
iv I
List of figures
All diagrams in this publication are intended to provide an
illustration of mL Service Management Practice concepts
and guidance. They have been artistically rendered to
visually reinforce key concepts and are not intended to
meet a formal method or standard of technical drawing.
The FT1L Service Management Practices Integrated Service
Model conforms to technical drawing standards and
should be referred to for complete details. Please see
www.best management practice.com/itil for details.
Figure 1.1 Sourcing of service management practice
Figure 1.2 mL Core
Figure 2.1 A conversation about the definition and
meaning of services
Figure 2.2 A basic process
Figure 2.3 Continual Service Improvement model
Figure 2.4 Service gap model
Figure 2.5 Service portfolio spine
Figure 2.6 CSI and the service lifecycle
Figure 2.7 ITSM monitor control loop
Figure 2.8 Bernard Doppler service improvement levels
of opportunity
Figure 3.1 The Deming Cycle
Figure 3.2 Continual Service Improvement model
Figure 3.3 Why do we measure?
Figure 3.4 The 7 Step Improvement Process
Figure 3.5 Knowledge spiral a gathering activity
Figure 3.6 Knowledge Management leads to better IT
decisions
Figure 3.7 Enterprise governance (source: CIMA)
Figure 4.1 7 Step Improvement Process
Figure 4.2 Monitoring and data collection procedures
Figure 4.3 From vision to measurements
Figure 4.4 Common procedure for processing data
activity
Figure 4.5 Service level achievement chart
Figure 4.6 First to fourth order drivers
Figure 4.7 Lifecycle integration diagram
Figure 4.8 From CSF to measurement
Figure 4.9 Service reporting process
Figure 4.10 Availability reporting
Figure 4.11 Service measurement model
Figure 4.12 Technology domain vs. service management
Figure 4.13 Service management model
Figure 4.14 Number of incident tickets opened by Service
Desk over time
Figure 4.15 Comparison between incident tickets opened
and resolved on first contact by the Service
Desk
Figure 4.16 Deriving measurements and metrics from
goals and objectives
Figure 4.17 Reported outage minutes for a service
Figure 4.18 Business perspective improvement model
Figure 5.1 Relationship of services, processes and
systems
Figure 5.2 Value of a process vs. maturity of a process
Figure 5.3 Service gap model
Figure 5.4 Cumulative results of over 100 process
assessments before improvement
Figure 5.5 IT Balanced Scorecard
Figure 5.6 Deming Cycle adapted for CSI
Figure 5.7 Expanded incident lifecycle
Figure 5.8 Connecting Business and Service Capacity
Management
Figure 5.9 Business capacity growth model
Figure 5.10 Connecting Service and Resource Capacity
Management
Figure 5.11 Connecting Business, Service and Resource
Capacity Management
Figure 5.12 Capacity Management activities
Figure 5.13 Reasons for a Risk Management process
Figure 5.14 Sources of knowledge
Figure 6.1 Activities and skill levels needed for CSI
Figure 6.2 Change Management high level process flow
Figure 6.3 Change Management detailed process flow
example: change authorization
Figure 6.4 Service management roles and customer
engagement
Figure 7.1 Configuration Management System
Figure 7.2 Service centric view of the IT enterprise
Figure 8.1 Process re engineering changes everything
Figure 8.2 Eight main reasons why transformation efforts
fail
Figure 8.3 Vision becomes blurred
Figure 8.4 Continual Improvement model
Figure A.1 Innovation, correction, improvement and CSI
Figure A.2 Gantt chart
Figure A.3 Rummler Brache Swim Lane example
Figure A.4 The Quality Trilogy
Figure A.5 Management governance framework
vi I
List of tables
Table 3.1 Key activities and roles assigned
Table 4.1 Monitoring and data collection procedure
Table 4.2 Procedure for processing data activity
Table 4.3 Examples of service quality metrics
Table 4.4 Categories for assessing business performance
Table 4.5 Key performance indicators of the value of
service management
Table 4.6 High level goals and key performance
indicators
Table 4.7 Response times for three Service Desks
Table 4.8 An example of a summary report format
Table 4.9 Service report of outage minutes compared
to goal
Table 4.10 Percentage of incidents meeting target time
for service restoration
Table 4.11 Sample key performance indicators
Table 4.12 Example policy template
Table 4.13 Component Failure Impact Analysis
Table 4.14 Downtime costs of different services and
investment information
Table 4.15 A balanced focus people, process and
technology
Table 4.16 Mapping wants, goals and reasons
Table 5.1 Assessment resources
Table 5.2 Explanations of the gaps in above figure
Table 5.3 CMMI maturity model
Table 5.4 Service Desk Balanced Scorecard example
Table 5.5 SWOT analysis
Table 5.6 Sample CSI SWOT analysis
Table 5.7 Departmental requirements
Table 5.8 Risk register
Table 6.1 Roles involved in the define what you should
measure activity
Table 6.2 Roles involved in the define what you can
measure activity
Table 6.3 Roles involved in the gathering the data
activity
Table 6.4 Roles involved in the processing the data
activity
Table 6.5 Roles involved in the analysing the data
activity
Table 6.6 Roles involved in the presenting and using
the information activity
Table 6.7 Roles involved in the implementing corrective
action activity
Table 6.8 Comparison of CSI Manager, Service Level
Manager and Service Owner
Table 6.9 RAO authority matrix
Table 6.10 RACI matrix sample Change Management
authority matrix based on process flow
Table 8.1 Sample table for communication plan
Table A.1 Juran s four phased approach
|
| adam_txt |
Contents
List of figures iv
List of tables vi
OGC's foreword vii
Chief Architect's foreword viii
Preface ix
Acknowledgements xi
1 Introduction 1
1.1 Overview 3
1.2 Context 3
1.3 Purpose 7
1.4 Usage 7
2 Service management as a practice 9
2.1 What is service management? 11
2.2 What are services? 11
2.3 Functions and processes across the lifecycle 12
2.4 Continual Service Improvement fundamentals 14
3 Continual Service Improvement
principles 25
3.1 CSI and organizational change 27
3.2 Ownership 27
3.3 Role definitions 27
3.4 External and internal drivers 28
3.5 Service Level Management 28
3.6 The Deming Cycle 29
3.7 Service measurement 30
3.8 Knowledge Management 34
3.9 Benchmarks 34
3.10 Governance 35
3.11 Frameworks, models, standards and
quality systems 36
4 Continual Service Improvement
processes 41
4.1 The 7 Step Improvement Process 43
4.2 Service reporting 65
4.3 Service measurement 66
4.4 Return on Investment for CSI 84
4.5 Business questions for CSI 89
4.6 Service Level Management 91
I III
5 Continual Service Improvement
methods and techniques 93
5.1 Methods and techniques 95
5.2 Assessments 96
5.3 Benchmarking 102
5.4 Measuring and reporting frameworks 107
5.5 The Deming Cycle 112
5.6 CSI and other service management processes 114
5.7 Summary 126
6 Organizing for Continual Service
Improvement 127
6.1 Roles and responsibilities that support CSI 129
6.2 The authority matrix 137
6.3 Summary 141
7 Technology considerations 143
7.1 Tools to support CSI activities 145
7.2 Summary 151
8 Implementing Continual Service
Improvement 153
8.1 Critical considerations for implementing CSI 155
8.2 Where do I start? 155
8.3 Governance 156
8.4 CSI and organizational change 157
8.5 Communication strategy and plan 161
8.6 Summary 163
9 Challenges, critical success factors and
risks 165
9.1 Challenges 167
9.2 Critical success factors 167
9.3 Risks 167
9.4 Summary 168
Afterword 169
Appendix A: Complementary guidance 173
A1 Innovation, correction and improvement 175
A2 Best practices that support CSI 175
Further information 183
References 185
Glossary 187
Acronyms list 189
Definitions list 191
Index 215
iv I
List of figures
All diagrams in this publication are intended to provide an
illustration of mL Service Management Practice concepts
and guidance. They have been artistically rendered to
visually reinforce key concepts and are not intended to
meet a formal method or standard of technical drawing.
The FT1L Service Management Practices Integrated Service
Model conforms to technical drawing standards and
should be referred to for complete details. Please see
www.best management practice.com/itil for details.
Figure 1.1 Sourcing of service management practice
Figure 1.2 mL Core
Figure 2.1 A conversation about the definition and
meaning of services
Figure 2.2 A basic process
Figure 2.3 Continual Service Improvement model
Figure 2.4 Service gap model
Figure 2.5 Service portfolio spine
Figure 2.6 CSI and the service lifecycle
Figure 2.7 ITSM monitor control loop
Figure 2.8 Bernard Doppler service improvement levels
of opportunity
Figure 3.1 The Deming Cycle
Figure 3.2 Continual Service Improvement model
Figure 3.3 Why do we measure?
Figure 3.4 The 7 Step Improvement Process
Figure 3.5 Knowledge spiral a gathering activity
Figure 3.6 Knowledge Management leads to better IT
decisions
Figure 3.7 Enterprise governance (source: CIMA)
Figure 4.1 7 Step Improvement Process
Figure 4.2 Monitoring and data collection procedures
Figure 4.3 From vision to measurements
Figure 4.4 Common procedure for processing data
activity
Figure 4.5 Service level achievement chart
Figure 4.6 First to fourth order drivers
Figure 4.7 Lifecycle integration diagram
Figure 4.8 From CSF to measurement
Figure 4.9 Service reporting process
Figure 4.10 Availability reporting
Figure 4.11 Service measurement model
Figure 4.12 Technology domain vs. service management
Figure 4.13 Service management model
Figure 4.14 Number of incident tickets opened by Service
Desk over time
Figure 4.15 Comparison between incident tickets opened
and resolved on first contact by the Service
Desk
Figure 4.16 Deriving measurements and metrics from
goals and objectives
Figure 4.17 Reported outage minutes for a service
Figure 4.18 Business perspective improvement model
Figure 5.1 Relationship of services, processes and
systems
Figure 5.2 Value of a process vs. maturity of a process
Figure 5.3 Service gap model
Figure 5.4 Cumulative results of over 100 process
assessments before improvement
Figure 5.5 IT Balanced Scorecard
Figure 5.6 Deming Cycle adapted for CSI
Figure 5.7 Expanded incident lifecycle
Figure 5.8 Connecting Business and Service Capacity
Management
Figure 5.9 Business capacity growth model
Figure 5.10 Connecting Service and Resource Capacity
Management
Figure 5.11 Connecting Business, Service and Resource
Capacity Management
Figure 5.12 Capacity Management activities
Figure 5.13 Reasons for a Risk Management process
Figure 5.14 Sources of knowledge
Figure 6.1 Activities and skill levels needed for CSI
Figure 6.2 Change Management high level process flow
Figure 6.3 Change Management detailed process flow
example: change authorization
Figure 6.4 Service management roles and customer
engagement
Figure 7.1 Configuration Management System
Figure 7.2 Service centric view of the IT enterprise
Figure 8.1 Process re engineering changes everything
Figure 8.2 Eight main reasons why transformation efforts
fail
Figure 8.3 Vision becomes blurred
Figure 8.4 Continual Improvement model
Figure A.1 Innovation, correction, improvement and CSI
Figure A.2 Gantt chart
Figure A.3 Rummler Brache Swim Lane example
Figure A.4 The Quality Trilogy
Figure A.5 Management governance framework
vi I
List of tables
Table 3.1 Key activities and roles assigned
Table 4.1 Monitoring and data collection procedure
Table 4.2 Procedure for processing data activity
Table 4.3 Examples of service quality metrics
Table 4.4 Categories for assessing business performance
Table 4.5 Key performance indicators of the value of
service management
Table 4.6 High level goals and key performance
indicators
Table 4.7 Response times for three Service Desks
Table 4.8 An example of a summary report format
Table 4.9 Service report of outage minutes compared
to goal
Table 4.10 Percentage of incidents meeting target time
for service restoration
Table 4.11 Sample key performance indicators
Table 4.12 Example policy template
Table 4.13 Component Failure Impact Analysis
Table 4.14 Downtime costs of different services and
investment information
Table 4.15 A balanced focus people, process and
technology
Table 4.16 Mapping wants, goals and reasons
Table 5.1 Assessment resources
Table 5.2 Explanations of the gaps in above figure
Table 5.3 CMMI maturity model
Table 5.4 Service Desk Balanced Scorecard example
Table 5.5 SWOT analysis
Table 5.6 Sample CSI SWOT analysis
Table 5.7 Departmental requirements
Table 5.8 Risk register
Table 6.1 Roles involved in the 'define what you should
measure' activity
Table 6.2 Roles involved in the 'define what you can
measure' activity
Table 6.3 Roles involved in the 'gathering the data'
activity
Table 6.4 Roles involved in the 'processing the data'
activity
Table 6.5 Roles involved in the 'analysing the data'
activity
Table 6.6 Roles involved in the 'presenting and using
the information' activity
Table 6.7 Roles involved in the 'implementing corrective
action' activity
Table 6.8 Comparison of CSI Manager, Service Level
Manager and Service Owner
Table 6.9 RAO authority matrix
Table 6.10 RACI matrix sample Change Management
authority matrix based on process flow
Table 8.1 Sample table for communication plan
Table A.1 Juran's four phased approach |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
| building | Verbundindex |
| bvnumber | BV022378006 |
| callnumber-first | H - Social Science |
| callnumber-label | HD9696 |
| callnumber-raw | HD9696.67.A2 |
| callnumber-search | HD9696.67.A2 |
| callnumber-sort | HD 49696.67 A2 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | SR 770 |
| classification_tum | DAT 060f |
| ctrlnum | (OCoLC)145828128 (DE-599)BVBBV022378006 |
| dewey-full | 004.068 |
| dewey-hundreds | 000 - Computer science, information, general works |
| dewey-ones | 004 - Computer science |
| dewey-raw | 004.068 |
| dewey-search | 004.068 |
| dewey-sort | 14.068 |
| dewey-tens | 000 - Computer science, information, general works |
| discipline | Informatik |
| discipline_str_mv | Informatik |
| edition | 1. publ. |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01512nam a2200385 c 4500</leader><controlfield tag="001">BV022378006</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20070927 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">070404s2007 ad|| |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780113310494</subfield><subfield code="9">978-0-11-331049-4</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)145828128</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV022378006</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-91G</subfield><subfield code="a">DE-M347</subfield><subfield code="a">DE-1102</subfield><subfield code="a">DE-573</subfield><subfield code="a">DE-861</subfield><subfield code="a">DE-83</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HD9696.67.A2</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">004.068</subfield><subfield code="2">22</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">SR 770</subfield><subfield code="0">(DE-625)143364:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">DAT 060f</subfield><subfield code="2">stub</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Continual service improvement</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">1. publ.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">London</subfield><subfield code="b">TSO (The Stationary Office)</subfield><subfield code="c">2007</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XI, 221 S.</subfield><subfield code="b">Ill., graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Computer industry</subfield><subfield code="x">Customer services</subfield><subfield code="x">Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Electronic office machine industry</subfield><subfield code="x">Customer services</subfield><subfield code="x">Management</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">IT infrastructure library</subfield><subfield code="0">(DE-588)4778548-2</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">IT infrastructure library</subfield><subfield code="0">(DE-588)4778548-2</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="710" ind1="2" ind2=" "><subfield code="a">Großbritannien</subfield><subfield code="b">Office of Government Commerce</subfield><subfield code="e">Sonstige</subfield><subfield code="0">(DE-588)10032835-0</subfield><subfield code="4">oth</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015587037&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-015587037</subfield></datafield></record></collection> |
| id | DE-604.BV022378006 |
| illustrated | Illustrated |
| index_date | 2024-07-02T17:10:06Z |
| indexdate | 2024-07-09T20:56:19Z |
| institution | BVB |
| institution_GND | (DE-588)10032835-0 |
| isbn | 9780113310494 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-015587037 |
| oclc_num | 145828128 |
| open_access_boolean | |
| owner | DE-91G DE-BY-TUM DE-M347 DE-1102 DE-573 DE-861 DE-83 |
| owner_facet | DE-91G DE-BY-TUM DE-M347 DE-1102 DE-573 DE-861 DE-83 |
| physical | XI, 221 S. Ill., graph. Darst. |
| publishDate | 2007 |
| publishDateSearch | 2007 |
| publishDateSort | 2007 |
| publisher | TSO (The Stationary Office) |
| record_format | marc |
| spelling | Continual service improvement 1. publ. London TSO (The Stationary Office) 2007 XI, 221 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library (DE-588)4778548-2 gnd rswk-swf IT infrastructure library (DE-588)4778548-2 s DE-604 Großbritannien Office of Government Commerce Sonstige (DE-588)10032835-0 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015587037&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Continual service improvement Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library (DE-588)4778548-2 gnd |
| subject_GND | (DE-588)4778548-2 |
| title | Continual service improvement |
| title_auth | Continual service improvement |
| title_exact_search | Continual service improvement |
| title_exact_search_txtP | Continual service improvement |
| title_full | Continual service improvement |
| title_fullStr | Continual service improvement |
| title_full_unstemmed | Continual service improvement |
| title_short | Continual service improvement |
| title_sort | continual service improvement |
| topic | Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library (DE-588)4778548-2 gnd |
| topic_facet | Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015587037&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT großbritannienofficeofgovernmentcommerce continualserviceimprovement |