From the course: IT Service Desk: Management Fundamentals
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Developing a quality mindset
From the course: IT Service Desk: Management Fundamentals
Developing a quality mindset
- [Instructor] Before we can talk about creating a formal, quality program, let's talk about creating a quality mindset and culture. When you think of a quality mindset, what comes to mind? What would be some examples of a culture that incorporates quality? In my experience, the organizations that have incorporated a quality mindset, have a focus on documenting procedures on a consistent basis. It's not just management that's involved, it's everyone across all levels and lines of business that have inputs into the quality process. So documenting and updating procedures on a consistent basis, creating a program that's inclusive of all levels, and is encouraging of open and honest communication, is required. An example of this, is when information is missing from a ticket or work order, there's no blame game, or passing the buck to others. I see this a lot between desktop and service desk, or between desktop and other internal IT teams. Again, management has to foster a quality mindset…
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