Implementation of Continual Service Improvement Concept into Service Production Environment
Virtala, Sami (2020)
Virtala, Sami
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202004205439
https://urn.fi/URN:NBN:fi:amk-202004205439
Tiivistelmä
Service management is a concept that is enabling organizations to maximize the value from the use of products and services. Service management practices are leaded by service management office that is a center of excellence within the organization. It is chartered to improve quality, effectiveness and efficiency of delivering the services.
The purpose of this study was to research the most suitable frameworks and develop a guideline how to implement continual service improvement concept into service production environment within the case company.
To address the challenge, the thesis started it work by forming the current state analysis of the service production and how improvement projects has been delivered within the company so far. After gathering the information of the current state and obtaining the big picture, begun the process of researching the most suitable frameworks for the case company to be used in the guideline.
This study goes through the most used best practice in the area such as ITIL, process framework Lean and improvement methodology Six Sigma and Lean Six Sigma.
The study resulted a guideline with needed key roles, tools and structure to be used in the case company to implement the continual service improvement concept and run improvement projects in the future.
The purpose of this study was to research the most suitable frameworks and develop a guideline how to implement continual service improvement concept into service production environment within the case company.
To address the challenge, the thesis started it work by forming the current state analysis of the service production and how improvement projects has been delivered within the company so far. After gathering the information of the current state and obtaining the big picture, begun the process of researching the most suitable frameworks for the case company to be used in the guideline.
This study goes through the most used best practice in the area such as ITIL, process framework Lean and improvement methodology Six Sigma and Lean Six Sigma.
The study resulted a guideline with needed key roles, tools and structure to be used in the case company to implement the continual service improvement concept and run improvement projects in the future.