An application of human performance technology: A case study at LG CNS

Autor:	Cheong-woon Kang, Seong Taek Rim, Jai-Hyoung Park, Chang-Kuk Ahn
Rok vydání:	2009
Předmět:	Service (business) Service system Knowledge management Process management business.industry Service delivery framework Service design Service level objective Application service provider Service provider business Service desk
Zdroj:	Journal of Service Science. 1:211-225
ISSN:	2092-5204 2005-3274
DOI:	10.1007/s12927-009-0010-2
Popis:	IT (Information Technology) service providers have been making serious efforts for the success of numerous IT projects. For each project, they have been trying to satisfy expectations and requirements from stakeholders such as customers, partners, the project team, and so on. However, in reality, customers have perceived that IT services are late in delivery time, over budgeted, or of low quality, despite the providers’ efforts. LG CNS, an IT service provider, has innovated the internal service process by using HPT (Human Performance Technology), i.e. performance engineering. This case study reports how they identified problems and devised a way to alleviate the problems by analyzing the performance of IT service projects.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::01cc312058a7612b119a128134be28f1 https://doi.org/10.1007/s12927-009-0010-2 Zobrazit plný text záznamu Full text from SpringerLink