Lean
Overview of the Company
IT All-Stars is a managed service provider targeting small- and medium-sized enterprises. The service desk is the typical point of contact with customers, and a basic workflow begins when a customer has a problem. The customer submits a ticket, and then a technician works to solve the problem (i.e. Internet not working, person forgot password, etc.). The business model is that the company proactively manages the IT function for the client, so also does things like managing the hardware (i.e. replacing it when the warranty expires, servicing, managing domains, etc.).
Justification for Lean
A lean approach in services is utilized in order to streamline the delivery of routine processes. The objective of implementing lean is to ensure consistent service delivery through consistent process delivery, which in turn means that delivery will be faster, and more accurate. Faster response times mean happier customers, and when techs spend less time working on each ticket, the company will need fewer techs, resulting in costs savings. Govekar and Agarwal (2017) note that call centers are excellent candidates for lean because most processes are repeated frequently.
A further benefit in the IT sector is that a lot of client knowledge is relatively specialized. For example, it is often the case that one tech is more familiar with the physical environment of a server room than other techs, so ends up being the go-to tech for handling calls from that client. However, specialized knowledge in silos ends up being inefficient if the customer has to wait for that tech to become available, or has to be served by a tech who is much slower. The managed services business is basically a complex call center where technical help, troubleshooting and problem-solving are the norms, yet most processes are ultimately repeated with some frequency.
Implementing...
References
Govekar, J. & Agarwal, P. (2017). A lean approach to improving service call center performance. iSixSigma. Retrieved December 3, 2017 from https://www.isixsigma.com/operations/call-centers/lean-approach-improving-service-call-center-performance/
Lean.org (2017) The five steps of lean implementation. Lean Enterprise Institute. Retrieved December 3, 2017 from https://www.lean.org/WhoWeAre/LEINewsStory.cfm?NewsArticleId=17
Netland, T. (2015) Five critical success factors for implementing lean programs. Better Operations. Retrieved December 3, 2017 from http://better-operations.com/2015/11/23/5-critical-success-factors-for-implementing-lean-programs/
Pedagogic Model for Teaching of Technology to Special Education Students Almost thirty years ago, the American federal government passed an act mandating the availability of a free and appropriate public education for all handicapped children. In 1990, this act was updated and reformed as the Individuals with Disabilities Education Act, which itself was reformed in 1997. At each step, the goal was to make education more equitable and more accessible to
Quality Management Analysis and Recommendations for Rubicon Group -- a Travelcom Company It is common for quality management symptoms and problems to appear when two or more organizations are integrated together, as is the case of the business units within the Rubicon Group. It is imperative however in assessing support services using quality management frameworks and techniques to not focus too closely on the symptoms and not see the greater strategic
Stickley Furniture Page | Case Study- Stickley Furniture Case Study-Stickley Furniture Operations Management Best Practices type of production processing at stickley furniture Production process of the stickley production proceeds by converting inputs into marketable outputs. The two main components involved during the process are transforming resources and transformed resources. The transforming resources are the agents that carry out the transformation process like building, machinery, computers and people. The transformed resources are the main inventory or
Accountancy is defined as a profession which is primarily responsible for keeping financial records, including records pertaining to expenditures and taxation. Accountants provide advice to clients, but they have a larger responsibility to the profession that transcends immediate client needs. [an Accountant Job Description] No matter how lucrative the client, the accountant must uphold the profession's ethical standards. That is why one of the most important qualities of any accountant
Vedantam, 2006), Americans are more socially isolated than they were in 1985, with the number of people with whom they can confide dropping by one third, from three close confidents to two. American is viewed as a fragmented society with splinters of people growing ever more distant with regard to intimate social ties. Despite the benefits of close social connections, people report being alone, feeling alone, and suffering alone
However, none was found that centered on small hotels in China. This research add to the existing body of research by providing an assessment of the balanced scorecard method in this special business setting. The information obtained by this study will help to make small hotels in China more competitive and able to compete well into the future. This research will play an important role in the development of the
Our semester plans gives you unlimited, unrestricted access to our entire library of resources —writing tools, guides, example essays, tutorials, class notes, and more.
Get Started Now