Process improvement focuses primarily on the improvement of process management and not explicitly on the improvement of the intrinsic qualities of a service or a product. Similarly to the lack of studies concerning calculations of ROI in process improvement, there is a lack of studies evaluating the impact of process improvement on the intrinsic qualities of products and/or services. The customers are more interested in the quality of the product or service and less in the speed of development or automation of processes. This paper highlights why it is necessary to investigate the impact of process improvement on IT service qualityand describes how the listed research questions will be addressed. © 2011 Springer-Verlag.
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