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Implementing Lean Principles in an IT-Helpdesk Process Design
Heiko Filthuth
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Sozialwissenschaften, Recht, Wirtschaft / Management
Beschreibung
Essay from the year 2016 in the subject Business economics - Business Management, Corporate Governance, grade: 1,3, University of Salford, language: English, abstract: Considering main factors influencing the design of a service process along with lean principles on the example of a company’s IT-Helpdesk reveals a modified shop model to be most beneficial to the process. The present setup and objectives of stakeholders are explained and design characteristics such as volume, variety, variation, and visibility, as well as performance objectives in quality, speed, dependability, flexibility, and costs are discussed. Regarding the strategy performance objectives, a negotiation between the different targets is deemed most promising, as samples show. Particularly the application of different lean principles helps improving the process, although their use for a service process requires some interpretation.
Kundenbewertungen
IT-Helpdesk service design, Lean management, process design, lean principles, services process