Introduction
Computer Science Corporation (CSC) is a renowned American company that started its operations in the year 1959. The company that has its headquarters in Virginia US was started with a core mission to provide quality information and technology (IT) services to individuals globally. It has been able to achieve its mission through the adoption of effective dimensions of service quality and various performance approaches that are technologically driven.
The approaches, including quality dimensions, have facilitated superior service delivery by ensuring effective coordination of activities, resource allocation, and advancement in technology. They have also ensured the provision of requisite solutions to various IT complications that affect most institutions.
As noted, the company has been focusing its potentials in providing a wide range of services that are innovative to its customers. Notably, it is known for providing superior IT and business outsourcing services that include system analysis, applications development, and data center management programs.
It also focuses its synergies in providing quality network applications or operations, end-user computing, and cybersecurity services. Further, the company provides emerging services that include cloud computing, cyber protection services, software as a service, and other emerging techniques of business operations. The company offers these services under ideal standards of operation to meet the needs of consumers promptly.
The company’s service design and whether or not it is effective
Indeed, Computer Science Company operates under a well-structured service design that is referred to as matrix service delivery design. The design provides the company with requisite operating incentives that ensure no compromise to quality at various levels of service delivery. For instance, it equips stakeholders, especially employees, with the conventional service delivery systems that are sustainable.
The design also fosters communication and execution of activities since it reduces bureaucratic procedures that normally affect effective service delivery (Fitzsimmons, 2011). Indeed, the matrix design that the company has been able to adopt enables it to execute reliable operating plans, organize its workforce well, and distribute resources appropriately.
As noted by Gumzej & Halang (2009), service design is a noble and effective activity that entails planning, organizing people, and infrastructure towards improving performance. It is integral since it ensures that the proper plan of activity is drawn in all business units, including improvement of communication. Similarly, it is imperative in ensuring that services that are provided are of unmatched quality, and they are customer oriented.
This is evident since effective service design enables institutions to provide user-friendly services. The effective design also enables institutions to provide services that are socially relevant and economically viable. Therefore, institutions like Computer Science Company that aspires to improve their performance continuously and gain competitive advantage should not relent in adopting a viable service design.
Notably, the matrix service design that the CSC has been using over the years has been of great importance and effective to the company. This is apparent since the service design has been a major contributor to the company’s exemplary performance. Firstly, it has provided the company with a flexible communication system that has facilitated the planning and distribution of resources. It has also promoted the process of identification of customer needs, thereby leading to quality and timely satisfaction of the needs (Fitzsimmons, 2011).
Conversely, the design has enabled the company to adopt different dimensions of service qualities that are instrumental in advancing service delivery or competitiveness. The dimensions that include reliability, responsiveness, assurance, and others have enabled the company to deliver quality IT solutions to both private and public entities.
For instance, most of the company’s clients have been able to acquire quality end-user computing services, system analysis programs, and effective data-center management programs due to the use of matrix service design.
Dimensions of service quality and the way they are applied by the company
Dimensions of service quality are key elements that are used to execute a comprehensive comparison of expectations with performance in diverse settings. The dimensions that include reliability, responsiveness, assurance, empathy, and tangibles are important since various institutions apply them to establish the expectations of consumers.
Institutions such as CSC should also use the dimensions to facilitate a holistic understanding of performance levels and whether objectives are being met or not (Webber & Wallace, 2011). Indeed, institutions should consider adopting service quality dimensions since they are essential in enhancing performance. This is evident since the dimensions ensure that a company’s services are reliable, responsive in nature, standardized, and tangible.
CSC Company adopted the use of dimensions service quality as a performance measure. The strategy was adopted to enable the company that remains a renowned IT service provider to deliver tailor-made IT solutions to clients. It was keen on ensuring that it delivers reliable services that can enable customers to plan and access IT services, as they need them. This has been significant since the reliability of the provided services has enabled the company to give real-time solutions to consumers IT related complications.
For instance, most of the company’s customers have been able to get data security management services promptly and effective system integration programs with minimal difficulties. Secondly, the company has been very responsive in responding to various issues of clients. This is evident in the way and manner in which it delivers services to clients whereby it applies total quality ideals and principles (Webber & Wallace, 2011).
That is the company takes responsibility for the key service delivery processes from the time of ordering to delivery. It takes responsibility by providing relevant support services throughout the process, including after sale services to ensure that customers are always satisfied with the quality of the services and that they receive value for their money. Similarly, the company has been using assurance and empathy principles to ensure that its clients obtain value for their resources.
The principles enable the company officials to execute quality management and technology consulting activities through comprehensive engagement with other stakeholders. The company has also been using the element of assurance to assure its clients about the effectiveness of the services that are delivered, including their relevance in enhancing performance (Gumzej & Halang, 2009).
Further, the company has been able to adopt the ideals of tangibility that is a noble dimension of quality. The dimension is important since it emphasizes on delivery of services that presents tangible results to clients. It has ensured that CSC Company provides services that present tangible deliverables that are sustainable.
Conclusion
Indeed, the company’s success is due to the absolute adherence to diverse dimensions of quality principles. This is evident since the principles have enabled the company to provide quality, timely and sustainable remedies to IT related complications such as Cybersecurity issues, business process outsourcing difficulties, data center management, and end-user computing issues. They have also enabled the company to be more reliable and responsive in all aspects of its service delivery.
References
Fitzsimmons, A. (2011). Service Management: Operations, Strategy, Information Technology. New York: McGraw-Hill.
Gumzej, R. & Halang, A. (2009). Real-Time Systems’ Quality of Service: Introducing Quality of Service Considerations in the Life Cycle of Real-Time Systems. New York: Springer.
Webber, L. & Wallace, M. (2011). Quality Control for Dummies. Hoboken: John Wiley & Sons, Inc.