A framework to identify applications of information technology to improve service quality

More and more organizations are seeking innovative ways to use information technology (IT) for strategic advantage. One way to gain this competitive edge is by differentiating the services provided to customers. This paper provides a framework to identify areas ripe for the implementation of IT to enhance and improve customer service. The framework is based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery system. Further, examples are presented to illustrate how some organizations have achieved superior service quality by creatively utilizing simple IT tools.