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IBM Systems Journal
Service Science, Management, and Engineering   Volume 47, Number 1, 2008
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Improving service delivery through integrated quality initiatives: A case study - References

 by J. Hickey
and J. Siegel
Cited references

  1. R. K. Yin, Case Study Research: Design and Methods, Third Edition, SAGE Publications, Thousand Oaks, CA (2003).
  2. ISO 9001–2000 Quality Management Systems—Requirements, International Organization for Standardization and International Electrotechnical Commission (2000).
  3. E. B. Hyder, K. M. Heston, and M. C. Paulk, The eSourcing Capability Model for Service Providers (eSCM-SP-SP) V2, Part 1, Model Overview, Technical Report CMU-ISRI-04-113, Carnegie Mellon University, Pittsburgh (2004), http://itsqc.cmu.edu/downloads.
  4. E. B. Hyder, K. M. Heston, and M. C. Paulk, The eSourcing Capability Model for Service Providers (eSCM-SP-SP) V2, Part 2, Model Overview, Technical Report CMU-ISRI-04-114, Carnegie Mellon University, Pittsburgh (2004), http://itsqc.cmu.edu/downloads.
  5. Service Management—ITIL (IT Infrastructure Library), Office of Government Commerce, http://www.best-management-practice.com/IT-Service-Management-ITIL/.
  6. W. E. Hefley and E. Loesche, The eSourcing Capability Model for Client Organizations (eSCM-CL) v1.1, Part 1, Model Overview, Technical Report CMU-ITSQC-06-002, Carnegie Mellon University, Pittsburgh (2006), http://itsqc.cmu.edu/downloads.
  7. S. Guha, W. E. Hefley, E. B. Hyder, M. Iqbal, and M. C. Paulk, Comparing the eSCM-SP-SP v2 and ISO 9001:2000, Quality Management Systems Requirements, Technical Report CMU-ITSQC-05001, Carnegie Mellon University, Pittsburgh (2005).
  8. ISO 17799:2000, Quality Information Technology—Code of Practice for Information Security Management, International Organization for Standardization and International Electrotechnical Commission (2000).
  9. W. A. Shewhart, Statistical Methods from the Viewpoint of Quality Control, The Graduate School of the Department of Agriculture, Washington, D.C. (1939).


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