Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Quality assessment of information
services for business organizations:
expectations and problems
Erika JANIŪNIENĖ
Lina MAR...
Outline
• Foundation of the study and theoretical
framework
• Empirical research and results:
• Research questions
• Metod...
Foundations of the study
Concept of information services
for business
Information service is an intellectual method of
providing information, invol...
Importance of information service
for business
STRATEGIC
GOALS
SOLVING BUSINESS MANAGEMENT PROBLEMS
BUSINESS PROCESS OPTIM...
Characteristics of information services
quality
CHARACTERISTICS
OF INFORMATION
SERVICE
QUALITY
Information quality
Informa...
Empirical research and results
The aim of the empirical study
to identify typical information services quality
problems as well as to provide recommendat...
Methods
• Qualitative research method – individual in-depth interview.
• The selection of informants was made on several c...
Empirical research objectives
1. Identify typical problems regarding specific
and general competencies of service
provider...
General and specific competencies
of service provider
The consultant sends his/her
representative with less
experience.
Th...
Quality of provided information
High quality of non-specific,
general information received
from service providers.
There a...
Quality of service process
Action plan is agreed with
customer.
The consultant takes an active part
in search for a soluti...
Customer expectations
The best price and quality ratio.
How well the consultant is able
to mobilise the team for changes
a...
New category
of information service quality assessment
The level of involvement
of the client organisation itself
in the p...
Recommendations
Recommendations for organisations intending
to purchase information services
To be sufficiently involved into search for s...
Recommendations for organisations intending
to purchase information services
Before signing the contract, to evaluate what...
To define in the contract the concrete
requirements for the quality of the service process,
its results and effects. If th...
Recommendations for information
service providers
• To make sure that the client is involved in the process of search
for ...
Quality assessment of information
services for business organizations:
expectations and problems
Lina MARKEVIČIŪTĖ
Erika J...
Upcoming SlideShare
Loading in …5
×

Erika Janiūnienė, Lina Markevičiūtė: The Quality Assessment of Information Services for Business Organizations: Expectations and Problems

505 views

Published on

V Międzynarodowa Konferencja Naukowa Nauka o informacji (informacja naukowa) w okresie zmian Innowacyjne usługi informacyjne. Wydział Dziennikarstwa, Informacji i Bibliologii Katedra Informatologii, Uniwersytet Warszawski, Warszawa, 15 – 16 maja 2017

Published in: Education
  • Be the first to comment

  • Be the first to like this

Erika Janiūnienė, Lina Markevičiūtė: The Quality Assessment of Information Services for Business Organizations: Expectations and Problems

  1. 1. Quality assessment of information services for business organizations: expectations and problems Erika JANIŪNIENĖ Lina MARKEVIČIŪTĖ Vilnius university Communication faculty Information Science in the Age of Change Innovative Information service
  2. 2. Outline • Foundation of the study and theoretical framework • Empirical research and results: • Research questions • Metods • Respondents • Findings • Recommendations
  3. 3. Foundations of the study
  4. 4. Concept of information services for business Information service is an intellectual method of providing information, involving identification of specific information needs and delivering users value added, solution oriented information, which is paid for on agreed terms.
  5. 5. Importance of information service for business STRATEGIC GOALS SOLVING BUSINESS MANAGEMENT PROBLEMS BUSINESS PROCESS OPTIMIZATION CHANGES IMPLEMENTATION
  6. 6. Characteristics of information services quality CHARACTERISTICS OF INFORMATION SERVICE QUALITY Information quality Information service process quality Expected and perceived service quality Competencies quality
  7. 7. Empirical research and results
  8. 8. The aim of the empirical study to identify typical information services quality problems as well as to provide recommendations for improving information services quality.
  9. 9. Methods • Qualitative research method – individual in-depth interview. • The selection of informants was made on several criteria: – work experience in more than one business companies (at least two companies); – experience of collaboration with information services providers (at least three cases); – representation of different companies. • The collected material was analysed with the method of content analysis.
  10. 10. Empirical research objectives 1. Identify typical problems regarding specific and general competencies of service providers. 2. Identify typical problems regarding information provided. 3. Identify typical problems regarding the service process. 4. Identify typical problems regarding satisfaction of customer expectations.
  11. 11. General and specific competencies of service provider The consultant sends his/her representative with less experience. The consultant has no experience in the specific field of the client and cannot offer constructive and tested solutions. Consultants are excellent in selling themselves. For specific problem may offer advanced / efficient solutions.
  12. 12. Quality of provided information High quality of non-specific, general information received from service providers. There are occasional errors and inaccuracies in documents for specific cases. Standardized stereotypical solutions, which totally fail to take into account resources and possibilities available to the company.
  13. 13. Quality of service process Action plan is agreed with customer. The consultant takes an active part in search for a solution of the problem. Gives as much time as is required by the situation or is needed to reach the goal. Consulting based on moderation. Consultant allows to suggest that these questions go beyond the limits of the contract. The consultant is late in answering emails and return calls. In most cases there is no discussion on the work done, results achieved, or possibilities for future developments.
  14. 14. Customer expectations The best price and quality ratio. How well the consultant is able to mobilise the team for changes and persuade it in the benefits of the proposed solution. The consultants are reluctant to take responsibility for flaws in their work.
  15. 15. New category of information service quality assessment The level of involvement of the client organisation itself in the process of problem solution. If the client organisation is not sufficiently involved, it does not dedicate enough time for consultations and does not allocate enough other resources needed to solve the problem, therefore the service result cannot be best possible.
  16. 16. Recommendations
  17. 17. Recommendations for organisations intending to purchase information services To be sufficiently involved into search for solution on organisation’s side; in this case, the consultant is likely to put more effort and organisation can expect to receive a higher value service.
  18. 18. Recommendations for organisations intending to purchase information services Before signing the contract, to evaluate what is the experience of the consultant in the specific business field of the client. If consultant’s experience is not very wide, it is advisable to lower one’s expectations and increase involvement from organisation’s side;
  19. 19. To define in the contract the concrete requirements for the quality of the service process, its results and effects. If the requirements are not met, it could justify lowering the price for the provided service. Recommendations for organisations intending to purchase information services
  20. 20. Recommendations for information service providers • To make sure that the client is involved in the process of search for solution of the problem; • To define quality criteria of the service and, at the end of the process, to assess the service quality together with the client. To adjust the price of the service accordingly; • To keep contact with clients after the end of the contract.
  21. 21. Quality assessment of information services for business organizations: expectations and problems Lina MARKEVIČIŪTĖ Erika JANIŪNIENĖ Vilnius university Communication faculty Information Science in the Age of Change Innovative Information service

×