Chapter 21
Quality of Infrastructure Service Delivery
Infrastructure design should keep in mind that the ongoing
consumption, maintenance, and scaling out of the design is
kept as simple as possible, while addressing all business
requirements, to make the ongoing day to day routines as
simple as possible.
Mark Gabryjelski
Infrastructure design and the architect should articulate the
vision, design and end goals to a number of audiences both
technical and non-technical.
Kev James
Nobody cares how much you know, until they know how much
you care.
Theodore Roosevelt
Quality is never an accident. It is always the result of
intelligent effort.
John Ruskin
There is hardly anything in the world that some man cannot
make a little worse and sell a little cheaper, and the people
who consider price only are this man’s lawful prey.
John Ruskin
“A dissatisfied customer is the worst form of advertisement” or “the customer is
king” summarise the position of service providers, including from infrastructure.
Infrastructure services are provided by the operation of and complex interaction
between human, economic and technical systems and the environment. In this
context, there are (1) providers of infrastructure services (in the public and private
sectors), (2) consumers of infrastructure services (businesses, government and
households), who demand services in order to go about their businesses or to
enhance their well-being, and (3) externalities to the consumer-service provider
relationship, which nevertheless affect the perception of good service. Customers
assess the quality level of a service typically by comparing their service experience
© Springer Nature Switzerland AG 2021
V. Proag, Infrastructure Planning and Management: An Integrated Approach,
https://doi.org/10.1007/978-3-030-48559-7_21
595
Quality of Infrastructure Service Delivery
Infrastructure design should keep in mind that the ongoing
consumption, maintenance, and scaling out of the design is
kept as simple as possible, while addressing all business
requirements, to make the ongoing day to day routines as
simple as possible.
Mark Gabryjelski
Infrastructure design and the architect should articulate the
vision, design and end goals to a number of audiences both
technical and non-technical.
Kev James
Nobody cares how much you know, until they know how much
you care.
Theodore Roosevelt
Quality is never an accident. It is always the result of
intelligent effort.
John Ruskin
There is hardly anything in the world that some man cannot
make a little worse and sell a little cheaper, and the people
who consider price only are this man’s lawful prey.
John Ruskin
“A dissatisfied customer is the worst form of advertisement” or “the customer is
king” summarise the position of service providers, including from infrastructure.
Infrastructure services are provided by the operation of and complex interaction
between human, economic and technical systems and the environment. In this
context, there are (1) providers of infrastructure services (in the public and private
sectors), (2) consumers of infrastructure services (businesses, government and
households), who demand services in order to go about their businesses or to
enhance their well-being, and (3) externalities to the consumer-service provider
relationship, which nevertheless affect the perception of good service. Customers
assess the quality level of a service typically by comparing their service experience
© Springer Nature Switzerland AG 2021
V. Proag, Infrastructure Planning and Management: An Integrated Approach,
https://doi.org/10.1007/978-3-030-48559-7_21
595