Before there was Continual Service Improvement (CSI) – there was LEAN Sigma; before that, Six Sigma; and Total Quality Management (TQM) before that. When I started learning about process improvement in 1982 it was called Quality Circles.
With each of the countless new names, there was hope that some day, quality will become an accepted part of our work culture. What does this tell us about our culture, as we struggle for a quarter of a century to match the quality of Japanese products?
Before there was Business Service Management (BSM), there was IT Service Management (ITSM). Before there was Information Technology (IT), there was Information Systems; and Information Services (IS) before that. In 1982 it was called Management Information Services (MIS).
With each new name, there is hope that some day, the value provided by IT would begin to exceed the ever growing cost of IT. What does this tell us about our culture, as we struggle for a quarter of a century to realize the financial benefits of technology on the bottom-line?
Starting in 1979, business entities from around the world began turning around their failing ventures with the principles and practices of Service Management. Can these lesson learned be successfully applied to IT? Or is it just a culture problem in the United States? What clues can we discover from the shifting history of modern day IT that will help us find success?
No comments:
Post a Comment