Improvement of Daily Operations of Data Center Using Lean Six Sigma Methods.
Aalto, Marko (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202304074937
https://urn.fi/URN:NBN:fi:amk-202304074937
Tiivistelmä
This work has been made to see how well Lean Six Sigma methods fit to improve organizational effectiveness. A corporate data center service team needs to match the increasing workload caused by the constant growth of the installed base and customer needs. The target was to find a 10 percent improvement in daily operations to be able to keep the organization’s KPIs defined by its SLA intact.
The selected research method for the work was design science. The research problem and objec-tive were identified as improving and simplifying the service team’s daily operations. Suitable actions to be taken were presented in the Lean Six Sigma Define, Measure, Analyze and Improve phases. A demonstration of the impact of the selected solutions was presented in the Lean Six Sigma Control phase. The results of the work were evaluated from three different perspectives. The three perspectives are, financial targets against Lean Six Sigma target setting, research questions defined at the beginning of the work, and human aspects. Data used in the work was available from the Atlassian Jira tool, which provided statistics on Jira ticket resolution times.
The work succeeded well, and all three aspects were evaluated as exceeding expectations. Lean Six Sigma can be considered an effective way to improve the service team’s daily operations since with several identified adjustments to daily practices, teamwork could be improved, and the improvement measured on improved DPMO and working atmosphere.
The work was conducted only for the team’s activities. Further improvement can be made in the future when cooperation with the internal customer is included as an improvement target. If work is done without communication and communication is only carried out via Jira, it is natural that essential information is not flowing effectively between the teams, causing delays for the cus-tomer getting the needed service and the service team making the needed resolutions in time.
The selected research method for the work was design science. The research problem and objec-tive were identified as improving and simplifying the service team’s daily operations. Suitable actions to be taken were presented in the Lean Six Sigma Define, Measure, Analyze and Improve phases. A demonstration of the impact of the selected solutions was presented in the Lean Six Sigma Control phase. The results of the work were evaluated from three different perspectives. The three perspectives are, financial targets against Lean Six Sigma target setting, research questions defined at the beginning of the work, and human aspects. Data used in the work was available from the Atlassian Jira tool, which provided statistics on Jira ticket resolution times.
The work succeeded well, and all three aspects were evaluated as exceeding expectations. Lean Six Sigma can be considered an effective way to improve the service team’s daily operations since with several identified adjustments to daily practices, teamwork could be improved, and the improvement measured on improved DPMO and working atmosphere.
The work was conducted only for the team’s activities. Further improvement can be made in the future when cooperation with the internal customer is included as an improvement target. If work is done without communication and communication is only carried out via Jira, it is natural that essential information is not flowing effectively between the teams, causing delays for the cus-tomer getting the needed service and the service team making the needed resolutions in time.