Implementing Continual Service Improvement Process for Aberdeen Standard ITSS Division
Ruostesaari, Sebastian (2019)
Ruostesaari, Sebastian
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019060816162
https://urn.fi/URN:NBN:fi:amk-2019060816162
Tiivistelmä
The thesis is about process implementation theory and the start of a real-life case study. It describes the needs of new process implementation in the Aberdeen Standard Investments Information Technologies Support Services (ITSS) division. The theory part presents how continual improvement process can be implemented by using best practises. It describes all critical steps that need to be followed to have successful process implementation.
The study presents three well-known continuous service improvement frameworks such as Six Sigma, Lean and ITIL CSI and why one of them was selected over the others.
It gives responses to two major questions: how teams in the division are currently managing improvement work and how to create and implement global improvement process for the ITSS division?
It contains the start of real-life case how process implementation was managed in real life and what were the differences from theory.
The thesis works as a case example how to do a successful implementation by following best practises.
The work contains the following main areas: presenting the company, team and the current situation, introducing well-known continuous improvement processes, highlights the selection of the right method to ensure best approach, taking step-by-step point of view to implementation stages, presenting the start of the real life project, highlighting major risks in the process, summary of the best practises during the implementations work.
The best practices are based on Six Sigma – the define, measure, analyse, design and verify (DMADV) approach. By using the DMADV approach possibilities are created to success in the process implementation because the DMADV framework is designed to support implementation of new processes and activities.
The study presents three well-known continuous service improvement frameworks such as Six Sigma, Lean and ITIL CSI and why one of them was selected over the others.
It gives responses to two major questions: how teams in the division are currently managing improvement work and how to create and implement global improvement process for the ITSS division?
It contains the start of real-life case how process implementation was managed in real life and what were the differences from theory.
The thesis works as a case example how to do a successful implementation by following best practises.
The work contains the following main areas: presenting the company, team and the current situation, introducing well-known continuous improvement processes, highlights the selection of the right method to ensure best approach, taking step-by-step point of view to implementation stages, presenting the start of the real life project, highlighting major risks in the process, summary of the best practises during the implementations work.
The best practices are based on Six Sigma – the define, measure, analyse, design and verify (DMADV) approach. By using the DMADV approach possibilities are created to success in the process implementation because the DMADV framework is designed to support implementation of new processes and activities.