Quality improvement in a large-scale IT project : A case study
Martin, Giselle (2015)
Martin, Giselle
Haaga-Helia ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015061113182
https://urn.fi/URN:NBN:fi:amk-2015061113182
Tiivistelmä
The purpose of this study is to investigate the effects of applying The Improvement Model Framework to two objectives:
(1) Increase the monthly numbers of windows 7 deployments and
(2) Improve end user satisfaction levels of the deployment experience.
This case study uses an embedded single-case design approach and focuses on multiple units of analysis. The monthly targets span a period of 19 months with a total count of 19, 417 deployments occurring within the scope of this study. In addition, 844 closed surveys were received across the same time period. Data analysis was conducted from the findings of the data collection in the form of a run-sequence plot chart, displaying data in a time sequence. Identification of non-random patterns was used to determine how the changes in the process influenced emerging patterns.
The findings in this thesis resulted from the evidence of non-random patterns, hence, successfully supporting the statement that the changes implemented in the course of this study had a direct result to quality improvement in the project. The target of reaching 2000 deployments per month was achieved along with a clear shift above the median in the customer satisfaction rate in the overall deployment experience.
By putting the focus on managing the interaction between the service providers and
stakeholders with the utilization of a gatekeeper and allocating tasks to local champions, creating accountability, the overarching business goals were aligned and allowed for a balanced and progressive move forward.
In addition, by implementing a centralized resource directory, both the concerns of the business and technical risks posed by the service providers were presented in a collaborative manner. Using consistent documentation within a standard location allowed for members in the weekly sessions to rescope the IT requirements originally put forth to fit into the specific environments in question.
(1) Increase the monthly numbers of windows 7 deployments and
(2) Improve end user satisfaction levels of the deployment experience.
This case study uses an embedded single-case design approach and focuses on multiple units of analysis. The monthly targets span a period of 19 months with a total count of 19, 417 deployments occurring within the scope of this study. In addition, 844 closed surveys were received across the same time period. Data analysis was conducted from the findings of the data collection in the form of a run-sequence plot chart, displaying data in a time sequence. Identification of non-random patterns was used to determine how the changes in the process influenced emerging patterns.
The findings in this thesis resulted from the evidence of non-random patterns, hence, successfully supporting the statement that the changes implemented in the course of this study had a direct result to quality improvement in the project. The target of reaching 2000 deployments per month was achieved along with a clear shift above the median in the customer satisfaction rate in the overall deployment experience.
By putting the focus on managing the interaction between the service providers and
stakeholders with the utilization of a gatekeeper and allocating tasks to local champions, creating accountability, the overarching business goals were aligned and allowed for a balanced and progressive move forward.
In addition, by implementing a centralized resource directory, both the concerns of the business and technical risks posed by the service providers were presented in a collaborative manner. Using consistent documentation within a standard location allowed for members in the weekly sessions to rescope the IT requirements originally put forth to fit into the specific environments in question.