Lean IT

SERVICE – TECHNICAL SERVICES

CASE STUDY

LEAN IN TECHNICAL SERVICES

Over the years, LMAC have supported clients in the development of Lean in Technical Services area. This helps develop capability which in turn flows through to other vital areas of the business and beyond. Technical Service Delivery often underpins an organisation’s business processes and is very often a key component of business improvement strategy. Many organisations rely on their technical capability to support their customers or their own internal operations.

LMAC’s APPROACH TO LEAN IN TECHNICAL SERVICE AREA

Many organisations focus their Lean Improvement Programmes on the physical valuestreams of their processing division. This is understandable to a point, as this is where most of the labour and invenetory cost is centred. However, in this increasingly more complex world, most organisations rely on complex technical infrastructures to drive their day to day business.

Technical Service departments are usually run by technical people who are essential to, yet distanced from the core operation of the business. Often highly educated and familiar with the need for change, Technical Service Departments sometimes struggle to accept the arguments for applying Lean in their areas. This is mainly due to the fact that the same Lean tools and techniques that are so powerful in processing environments don’t always apply or work for them. Recognition of this fact is fundamental to the successful introduction of Lean principles in Technical Service areas.

LMAC have developed a specialist approach to this issue. The program takes recognised IT Industry Best Practice and combines it with deeply understood Lean principles. This proven method delivers a culture of Continuous Improvement but with Service Delivery focus. This approach has been embedded in both internal and external facing departments with remarkable success.

TYPICAL RESULTS ACHIEVED

> 100% improvement on demand (requests for service) resolution.
> 80% improvement on resolution times.
Implementation of Service Reporting with business focus.
­Implementation of business KPIs.
­Compliance with ITIL Industry Best Practice.