Week 8: Reading Questions & Case

Readings

1. Name 5 IT services and do a flow diagram of one.
2. Who decides what quality looks like for an organization’s IT function?
3. Why is empowerment so important to TQM? What would it look like in an IT function?
4. What does all of this have to do with IT?

The Claim Proof Insurance Case

Change management is an essential control in any IT organization. What does quality mean in the context of change management and how well is Claim Proof doing in attaining a high quality change process?  Consider these questions for our discussion Tuesday.