Managing Quality in IT Industry: A comparative study for IT Helpdesk in Family Bank Kenya.

Abstract

ABSTRACT :

This thesis focuses on how IT Helpdesk can be better improved for it to align with the company’s requirements and expectations. It was conducted as a case study in the Spring, Summer of 2016.

The objective is to identify quality issues related to how long it takes to resolve an incident once raised, and how professional are the IT Staff. The process is implemented by conducting interviews and is related to the contributions and feedback of the employees. The capability maturity model (CMMI) will also be implemented to help with the recognition and improvement of the helpdesk performance.

The method used to gather data for this thesis will be through interviews and focus groups. The focus group will be conducted in the form of Interviews or questionnaires based on customer needs will be sent to the targeted high administrative level employees. A qualitative study will be conducted to investigate the correct quality-related issues regarding the Helpdesk.

This study is aimed to solve the service quality issues with the recommendation of using continuous improvement tools. The results demonstrated that the financial industry is the backbone of developing a developed country. The Adoptability of the IT helpdesk will lead to lower costs, increased profitability, improved customer delivery, new product development, employee motivation, and information access. To resolve the end-user service quality issues, this study recommends working hand in hand with six sigma measurable values. The IT department can also strive to increase interdepartmental awareness by conducting awareness campaigns intended to change the attitude and perceptions of customers in the market concerning new technology.

KEYWORDS: SERVQUAL, Managing quality, IT Helpdesk, IT Industry, Customer satisfaction.