User support processes in a public organization
Sirviö, Kari (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019112622530
https://urn.fi/URN:NBN:fi:amk-2019112622530
Tiivistelmä
Objective of this study was to improve the User support processes in the public organization. It was done to improve the services and respond constantly increasing demand. ITIL and Lean were preselected as frameworks for the thesis, because both of them were already implemented and used as a background of the current services
The research was started with the current state analysis, which was done with the interviews and the survey. The interviews were targeted to experts in the User support to find out weak segments of the process and survey was sent to all employees to find out the satisfaction level of the current services.
The interviews revealed plenty of opportunities to improve but survey results did not gave much of a new information, but the results will be used as a benchmark when the survey is done again. The survey is planned to re-done when all the improvements found in this thesis are implemented and new process has been stabilized.
The outcome of the study is set of improvements in the current processes and new metrics to follow. The most important part of the proposal was a new allocation method for work items and SPC graphs to monitor variance in the process. This gave us tools to stabilize the service level and it helped distributing the know-how of certain support areas.
Validation of the proposal was done with interviews and presentation of the findings. Proposal was mostly accepted but there were some minor adjustments done and concerns presented.
The research was started with the current state analysis, which was done with the interviews and the survey. The interviews were targeted to experts in the User support to find out weak segments of the process and survey was sent to all employees to find out the satisfaction level of the current services.
The interviews revealed plenty of opportunities to improve but survey results did not gave much of a new information, but the results will be used as a benchmark when the survey is done again. The survey is planned to re-done when all the improvements found in this thesis are implemented and new process has been stabilized.
The outcome of the study is set of improvements in the current processes and new metrics to follow. The most important part of the proposal was a new allocation method for work items and SPC graphs to monitor variance in the process. This gave us tools to stabilize the service level and it helped distributing the know-how of certain support areas.
Validation of the proposal was done with interviews and presentation of the findings. Proposal was mostly accepted but there were some minor adjustments done and concerns presented.