IT service quality management model based on service science, management and engineering

The goal of Service Science, Management and Engineering (SSME) is to improve service systems through service innovation. However, current SSME infrastructure lacks a comprehensive quality management framework and the SSME research on people is limited. Users' service expectation has increased a lot along with the development of ICT. Single organization usually cannot fulfill user's needs comprehensively. This study first analyzes the shortcomings of current system development and quality evaluation methodologies, and points out that these methods cannot meet the requirement of crossorganizational services; then, by considering the idea of Mashup and quality management model in service ecosystem, this study proposes a theoretical architecture of service system, and a preliminary quality management model under SSME context. © 2005 - 2013 JATIT & LLS. All rights reserved.