Trends Report

Embrace Deming's PDCA Cycle To Continuously Optimize Modern Service Delivery

January 8th, 2016
EO
Eveline Oehrlich
With contributors:
Laura Koetzle , Megan Doerr

Summary

Infrastructure and operations (I&O) professionals are adopting the disciplines of modern service delivery to deliver modern applications and services with the speed, quality, and agility that customers demand. To support the continuous improvement of modern applications and modern services throughout their life cycles, I&O leaders should adopt Deming's plan-do-check-act (PDCA) model to build and test improvements to processes. This report describes how I&O professionals can deploy the PDCA cycle to improve the quality and speed of service delivery. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition to factor in new ideas and data.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.