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Towards The Creation Of A Service Delivery Capability Maturity Model
The Department of Procurement and Operations Management, Birmingham University, UK. (The Department of Procurement and Operations Management)
College Of Business Management, University College Dublin, Ireland.
Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering. (Marketing & Logistics)
Aston Business School, Aston University, UK.
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2016 (English)Conference paper, Published paper (Refereed)
Abstract [en]

This  paper  describes  the  development  of  a  Capability  Maturity  Model  (CMM)  for  Service Delivery. The paper describes the use of the Delphi approach to enlist the help of 18 experts from  around  the  world  to  provide  guidance  and  a  framework.    A  model  is  p roduced which incorporates  5  levels  of  performance  across  4  key  performance  areas.    The  model  has  been successfully  applied  to 14 different  o perations across  the  world .  The Service  Delivery Capability  Maturity Model will  enable  m anagers  to  assess  the  performance  of  their  Service Delivery organisation and help to drive improvements in this vital sector .

Place, publisher, year, edition, pages
2016. SOM 37987
Keyword [en]
Service, delivery, capability
National Category
Economics and Business Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-133801OAI: oai:DiVA.org:liu-133801DiVA: diva2:1063564
Conference
5th World Conference on Production and Operations Management P&OM, 6th - 10th September 2016, Havana, Cuba
Available from: 2017-01-10 Created: 2017-01-10 Last updated: 2017-01-20Bibliographically approved

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Citation style
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