Service Quality Management (SQM)
References and information on Service Quality Management (SQM)
A nice presentation on SQM from Accenture.
Achieving Service Excellence with SQM - Joel Cornette - IBM GTS
SQM and Customer Experience Management (CEM)
IBM & SQM
http://www-306.ibm.com/software/tivoli/solutions/netcool-sqm-service-solutions/
IBM Tivoli Netcool Service Quality Manager (TNSQM)
IBM Tivoli Netcool Service Quality Manager 4.1 Tivoli Talk Slide Deck
