ACinfotec conducted its very first TIPA assessment in South East Asia for the Stock Exchange of Thailand (SET). The assessment results brought real benefits to SET in terms of understanding current capability and providing a solid foundation for defining improvement targets and planning improvement actions.
Background
The common goal of most organizations is to provide excellent service. This covers both provision of services that meets or exceeds customer expectations or business objectives, while at the same time optimizing internal IT operations to cut costs, improve efficiency and enable rapid response to customer inquiries and business changes.
To achieve the above goals, the Stock Exchange of Thailand (SET), a juristic entity set up under the Securities Exchange of Thailand Act, B.E. 2517 (1974). Operations, started on April 30, 1975, SET achieved ISO 20000-1:2005 certification in 2008. There were numerous measurable improvements resulting from the implementation of this well-known standard. SET, however, was still facing difficulties in maintaining and improving the service management process.
“ISO 20000 requires us to continuously improve both the services we provided, and the processes behind them. The problem is that we don’t have a solid benchmark to measure improvement results nor are we able to set future improvement targets.” SET’s Quality Assurance Team.
