To study the gaps in service process design and delivery and to suggest remedies

Abstract

This project report looks at the development and maintenance activities from a service perspective. An attempt has been made to analyze these services as being currently provided by Wipro Technologies and other similar IT service providers with the main objective of improving the service quality. Towards this attempt, detailed service blueprints for development and maintenance services have been developed and fail points and delay points have been identified. The gaps in service delivery have also been identified based on the GAP model. The differences between software maintenance and software development have been described in detail along with a detailed analysis of the various gaps. Corrective measures to plug these gaps have also been addressed. On a broad level, the following processes need to be put in place to plug the various gaps: Translate customer expectations into clear service commitments (SLAs and Requirement Documents) Use these service agreements/commitments as a basis or planning, implementing and tracking various service activities. Ensure that the activities are done according to planning and procedures. Ensure effective communication of the various activities goes out to all the stakeholders - customers as well as internal teams - on a regular basis. Sufficient focus is provided to the softer aspects of service delivery like Empathy and Assurance to provide the customer with a positive service experience across the line of interaction.