The Swedish market research firm, Standish Group, has been coming to the same conclusion for more than 20 years in its surveys, "The Chaos Report" and "Unfinished Voyages": One third of all IT projects are completed successfully and the rest fails. This still applies today (see the Standish Group's "The Chaos Report 2013") and indicates that without sustainable programs to stabilize and optimize IT operations, you cannot have end-to-end availability of IT services, i.e., Zero Outage.
The effectiveness of a company's quality management processes is measured by the recognized TRI*M Index. T-Systems uses the index to gauge customer satisfaction in a standardized fashion throughout the Group. TRI*M stands for the three "Ms" - measuring, monitoring and managing. The survey is conducted in collaboration with the market research firm, TNS Infratest. The index provides information on how satisfied customers are with their IT service provider. Companies with a positive ranking have a very satisfied customer base. The stability of the network technology used for IT operations is a key factor. IT outages that take websites or certain services offline or, in the worst case, even cause production outages, not only have a negative effect on the company itself but also on the reputation of the service provider. The only way for IT service providers to prevent scenarios like these is by employing effective quality management processes.
Reliability thanks to the Zero Outage program
An IT service provider with demanding quality management processes is concerned with the interplay between man and technology. Strategies such as globally customized employee training and uniform quality standards can help significantly improve the quality of a service provider's services. However, service providers also need to continue to advance their portfolios if they want to guarantee Zero Outage, because quality means reliability in operations and projects. To achieve this goal, service providers need to take steps to prevent major incidents through measures such as effective project planning, employee certification, regular system monitoring and end-to-end business service monitoring. This considerably increases the availability of network technology for customers, guarantees ongoing monitoring of all risks in the operating environment, ensures reliable project processes and encourages a customer relationship based on partnership.
Customer survey as a sign of quality
A loyal customer base determines which IT service provider is the best fit for their needs. The better the IT service provider is in terms of quality management and the higher the availability of their IT services, the greater the loyalty they will receive from their customers. Customer loyalty needs to be regularly monitored and analyzed, for example by conducting customer surveys (such as TRI*M by TNS Infratest). The only way for service providers to realize long-term customer loyalty is by regularly monitoring and continuously optimizing their services and the satisfaction of their customer base, because high-availability and demanding quality standards are indispensable, particularly in the age of the cloud.
"Customers expect the highest quality, particularly in a highly competitive environment. With our Zero Outage program, we employ on a zero-error strategy. We have developed long-term measures to continue to improve our quality standards while minimizing incident rates at the same time. We also have more than 20,000 certified employees, who, along with our high-availability technology such as our TwinCore data centers with an outage-free rate of 99.999%, contribute significantly to the quality of our services and, of course, work intensively with our sales department as well to guarantee the best possible customer relationship," confirms Dr. Ferri Abolhassan, Managing Director of T-Systems International GmbH.