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Wheatcroft, P
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Table of Contents

1. Defining World Class
2. Service Delivery
3. Developing the services value proposition
4. Quality management o
5. Developing the business proposition
6. Redefining the role of the user
7. Governing service delivery
8. The end result

References
Index

About the Author

Peter Wheatcroft is a management consultant. Whilst a director at Alliance & Leicester plc, he achieved World Class status for their IT services. He has been instrumental in the provision of world class service delivery in a number of industry sectors including process control, retail, travel & leisure and healthcare.

Reviews

A mindset for how IT should engage with business. -- Gareth Morgan * Information Age *
This is a well-constructed and thoroughly readable book. Packed with case studies and valuable real-world examples, this book should clarify and inform thinking for those that manage either side of the complex relationship between the business and the IT service provider, and should help move that relationship to the next level. * IT Training Magazine *
This book provides a wide-ranging and balanced view of implementing a truly world-class service function. -- Aidan Lawes FBCS CITP FISM

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