Beruflich Dokumente
Kultur Dokumente
IMPROVEMENT IN IT INDUSTRY
BUSINESS RESEARCH PROJECT
Submitted by
SREEJITH RAJAMOHANAN
next 2 years. Also the company is at present in the process of entering the African and Indian
market for the very first time. The current scenario poses great challenges for the company.
Hence given the challenge ahead, the company is looking to increase the operational efficiency
of its deliverables, in house support systems and improving its process management by
streamlining and standardizing. This involves application of productivity improvement tools like
Lean management in the organization. One example of a key problem, the company is facing is
the rising number of customer tickets, mainly unresolved ones leading to customer
dissatisfaction.
The objective of the proposed project is to enhance operational efficiency and process
improvement at Nucore Technologies. The scope of the work at present will be limited to support
deliverables at 3 layers of Nucore support that is at the Business analyst level, Product Analyst
level and the Technical support level. Primary data analysis will be done by direct interview and
observation. The secondary data analysis will come from the customer tickets and deliverables
data.
It is expected that the final outcomes of the project will be reflected in enhanced operational
efficiency that is for example reduction in customer tickets. The project outcomes will enable
Nucore technologies to streamline its processes and see enhanced customer satisfaction levels. It
is also expected that, the proposed solutions aid the company in decision making process for
future expansion plans.
References
[1] LEAN IN SERVICE INDUSTRY MG. Kanakana1 Department of Industrial Engineering
Tshwane University of Technology, South Africa, SAIIE25 Proceedings, 9th 11th of July 2013,
Stellenbosch, South Africa 2013 SAIIE
[2] George, M.L., Lean Six Sigma for Service 2003: McGraw-Hill.
[3] Ahlstrom, P., Lean Service operations: Translating lean production principles to service
operations. International Journal of Services Technology and Management 2004.