Reference no: EM132176051

GOAL: Improving IT service delivery

We all experience many services as customers. As such, we experience the benefits of services delivered well and the inconveniences and frustrations associated with poorly delivered services. Encourage you to look a little deeper into the service delivery process with the goal of improving it. Once you have identified the process, you need to switch your role as the owner or the gatekeeper of the process and perform the A-3 analysis.

Can you improve it?

1. Background of the improvement goal – what are we trying to fix? What is the service delivery process you are looking at?

2. Current conditions – what is happening today? Draw a service blueprint of a service delivery process (as is) of your choice depicting how the process currently is being performed. On the process map clearly identify the problems you experienced with the service encounter.

3. Goals – what specifically are we trying to accomplish with this change. Identify two to three process performance measures that you would use as a manager of this process and briefly explain why you chose them.

4. Analysis – What quality or lean tool would you use to identify the root causes of the problem? Perform the analysis.

5. Future State– Draw a revised/improved /redesigned service process and clearly show the improvements in the process.

6. Plan for improvement – How would you go about implementing the improved process in your organization? What challenges do you anticipate in implementing your recommendations?

7. Follow-up – confirm results and sustain the change.