Analysts spend a lot of time critiquing many different aspects of the market (vendors, strategies, tactics and plans). Much of the time the criticism is couched in negative terms. A casual observer may get the impression that an analyst's only value-add is to find flaws.
This month's IT Services Spotlight attempts to balance this impression by citing a group of recent business case studies that deserve positive commentary. It presents eight articles that highlight elements of operational performance, alliance management, market delivery and customer service that Gartner Dataquest thinks are worthy of being labeled as "excellent." Our analysts lay out their views on excellence in objective and subjective terms. The Spotlight presents a refreshing view of what we think is excellent in the IT services market and provides insight into how to interpret our analysis in the future.Read more
IBM's Life Sciences consulting unit exhibits deep expertise and vision in the processes, players and technology needs of the constantly evolving life sciences market.
EDS' Service Excellence Dashboard promptly identifies and resolves clients' problems. A focal point for improving client satisfaction, it has been well-integrated into EDS culture and operations.
IBM Global Services developed a carefully refined process for identifying, qualifying and managing alliance partners to create a lasting competitive advantage. Three best practices enable its success.
Since going public, a critical issue for KPMG Consulting has been to build brand identity and awareness. To that end, sponsoring golfer Phil Mickelson may be one of the best decisions the company has made.
Consultants are often faulted for taking a "do as I say, not as I do" attitude with clients. Inforte, however, has distinguished itself by publicly gambling on its own demand management concepts.
Keane introduced a new annual Planning Cycle that radically transforms its ability to consistently monitor and manage its business performance and sets it apart as an example of operational excellence.
