Analysis under lean principles of an users support service of an ICT department
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The objective of this thesis is the to improve processes in an ICT department using the lean methodology. The technical incidences management has been analysed. The objective was reduce time devoted to the solution of the incidences, the effectiveness of the process and, finally, to reduce their number. To understand the real performance of the system, observations with the responsible people of the area has been done. With the observations and several meetings between airport and university teams, a swimlane diagram has been drawn, and it showed the improvement opportunities in the whole process. Immediate and future improvements have been defined. An concrete improvement have been analysed an planned in detail. The improvement refers to the incidence reception system. The improvement is devoted to simplify the incidence registration thanks to the introduction of a standardized form for every new incidence. This form has been generated from the information provided by the employees responsible of receiving and introducing the incidences in the information system.