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.
Inhaltsverzeichnis (Table of Contents)
- The Manufacturing and Service Process Design in a Company
- Main Influencing Factors on the Service Process Design of an Internal IT-Helpdesk
- Characteristics and Objectives of the Present Process
- Main Factors Influencing the Process Design
- Volume
- Variety
- Variation
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This work aims to demonstrate the benefits of implementing Lean principles in the design of an IT-Helpdesk service process. The paper investigates the factors that influence the design of such a process, including volume, variety, variation, and visibility. It also explores the strategic performance objectives of quality, speed, dependability, flexibility, and cost.
- Lean principles in service process design
- Impact of process design characteristics on IT-Helpdesk performance
- Strategic performance objectives in IT-Helpdesk service
- Negotiation of performance objectives in service processes
- Application of Lean principles in a service process context
Zusammenfassung der Kapitel (Chapter Summaries)
- The Manufacturing and Service Process Design in a Company: This chapter outlines the role of operations management within a company and emphasizes the importance of process design in relation to product/service design. It defines key process design characteristics (volume, variety, variation, visibility) and strategy performance objectives (quality, speed, dependability, flexibility, cost).
- Main Influencing Factors on the Service Process Design of an Internal IT-Helpdesk: This chapter focuses on the design characteristics and objectives of an internal IT-Helpdesk service process within a company. It describes the current process and its limitations, outlining the need for optimization.
- Characteristics and Objectives of the Present Process: This section provides a detailed description of the current IT-Helpdesk process, its structure, and its interactions with other departments. It also highlights the process's strengths and weaknesses, including its volume, variety, variation, visibility, and alignment with the company's quality management system.
- Main Factors Influencing the Process Design: This section delves into the key factors influencing the design of an IT-Helpdesk service process. It explores the impact of process design characteristics (volume, variety, variation) and strategy performance objectives on the overall process design.
Schlüsselwörter (Keywords)
The key concepts explored in this paper include: Lean principles, service process design, IT-Helpdesk, process design characteristics (volume, variety, variation, visibility), strategy performance objectives (quality, speed, dependability, flexibility, cost), negotiation, optimization, shop model, internal IT-Helpdesk, service shop model, ISO 9001:2015 Quality Management System.
Frequently Asked Questions
How can Lean principles be applied to an IT Helpdesk?
Lean principles help optimize IT processes by reducing waste, improving speed, and focusing on value-adding activities for the customer.
What are the key design characteristics of a service process?
The paper identifies volume, variety, variation, and visibility as the main factors influencing the design and performance of a service process.
What are the strategic performance objectives in IT services?
The primary objectives are quality, speed, dependability, flexibility, and cost efficiency.
What is a "modified shop model" for IT Helpdesks?
It is a process design that balances standardized procedures with the flexibility needed to handle complex technical issues effectively.
Why is visibility important in an IT Helpdesk process?
Visibility refers to how much of the process is seen by the customer; higher visibility requires better communication and interface design.
How does ISO 9001:2015 relate to Lean IT processes?
ISO 9001:2015 provides a quality management framework that supports the continuous improvement goals inherent in Lean principles.
- Citation du texte
- Heiko Filthuth (Auteur), 2016, Implementing Lean Principles in an IT-Helpdesk Process Design, Munich, GRIN Verlag, https://www.grin.com/document/541350
