Shortening IT servicing time with process improvement

Pao Yue-kong Library Electronic Theses Database

Shortening IT servicing time with process improvement


Author: Tang, Wenge
Title: Shortening IT servicing time with process improvement
Degree: M.Sc.
Year: 2008
Subject: Hong Kong Polytechnic University -- Dissertations.
Management information systems.
Information resources management.
Information technology.
Department: Dept. of Computing
Pages: ix, 88 leaves : ill. ; 30 cm.
Language: English
InnoPac Record:
Abstract: This thesis gathered the actual data from one of the leading corporations in one pharmaceutical company, and analyzed the major factors which have impacts on cycle time of dealing with end-user service requests. In recent years, IT (Information Technology) staffs in the corporation have become more and more busy while there are increasing number of complains on service delay. The issue is highly critical and a solution to improve IT service efficiency must be sought out. After reviewed the situation, the theories of PE (Process Excellence) and statistical software, such as Six Sigma method and Minitab, have been adopted for improving IT service efficiency. The commercial software MiniTab14 and the data mining software Alpha Miner are used for statistic and data mining to discover possible patterns and causes of the problems. With the discovered results and changes on the service workflow correspondingly, the IT service efficiency has increased 19.3 percent.

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