Lean six sigma implementation for it service delivery : case study and improvement plan proposal
The purpose of this paper is to show the root causes, result, challenges and implementation of lean six sigma implementation in Company D, which is one of the IT service companies in Malaysia. Lean Six Sigma implemented in Company D with the purpose of finding the root causes of bad service, high...
| Main Author: | |
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| Format: | Thesis |
| Published: |
2021
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| Subjects: | |
| Online Access: | https://library.oum.edu.my/repository/1428/ |
| _version_ | 1848801688839782400 |
|---|---|
| author | Peh, Wendy |
| author_facet | Peh, Wendy |
| author_sort | Peh, Wendy |
| building | OUM Institutional Repository |
| collection | Online Access |
| description | The purpose of this paper is to show the root causes, result, challenges and
implementation of lean six sigma implementation in Company D, which is one
of the IT service companies in Malaysia. Lean Six Sigma implemented in
Company D with the purpose of finding the root causes of bad service, high cost,
low morale and productivity. DMAIC methodology was used in this study.
Fishbone diagram and survey was used to find out the current issue and a list of
improvement plans were proposed to the management. Interview was conducted
after the implementation to review its effectiveness. The top 3 root causes found
through fishbone diagram and FMEA are, management, operation and engineers.
The study shows only minor improvements as there was a lack of support and
commitment from the management. However, the study proved that Lean Six
Sigma implementation in the IT service sector brings positive outcomes even
though there were only minor improvements due to the lack of support and
commitment from management. Suggestions were provided for further study in
order to optimize the successfulness of Lean Six Sigma implementation. (Abstract by author) |
| first_indexed | 2025-11-14T21:11:26Z |
| format | Thesis |
| id | oai:eprints.oum.edu.my:1428 |
| institution | Open University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T21:11:26Z |
| publishDate | 2021 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:eprints.oum.edu.my:14282022-06-17T13:42:32Z Lean six sigma implementation for it service delivery : case study and improvement plan proposal Peh, Wendy TA Engineering (General). Civil engineering (General) The purpose of this paper is to show the root causes, result, challenges and implementation of lean six sigma implementation in Company D, which is one of the IT service companies in Malaysia. Lean Six Sigma implemented in Company D with the purpose of finding the root causes of bad service, high cost, low morale and productivity. DMAIC methodology was used in this study. Fishbone diagram and survey was used to find out the current issue and a list of improvement plans were proposed to the management. Interview was conducted after the implementation to review its effectiveness. The top 3 root causes found through fishbone diagram and FMEA are, management, operation and engineers. The study shows only minor improvements as there was a lack of support and commitment from the management. However, the study proved that Lean Six Sigma implementation in the IT service sector brings positive outcomes even though there were only minor improvements due to the lack of support and commitment from management. Suggestions were provided for further study in order to optimize the successfulness of Lean Six Sigma implementation. (Abstract by author) 2021 Thesis NonPeerReviewed text https://library.oum.edu.my/repository/1428/1/library-document-1428.pdf Peh, Wendy (2021) Lean six sigma implementation for it service delivery : case study and improvement plan proposal. Masters thesis, Open University Malaysia (OUM). https://library.oum.edu.my/repository/1428/ |
| spellingShingle | TA Engineering (General). Civil engineering (General) Peh, Wendy Lean six sigma implementation for it service delivery : case study and improvement plan proposal |
| title | Lean six sigma implementation for it service delivery : case study and improvement plan proposal |
| title_full | Lean six sigma implementation for it service delivery : case study and improvement plan proposal |
| title_fullStr | Lean six sigma implementation for it service delivery : case study and improvement plan proposal |
| title_full_unstemmed | Lean six sigma implementation for it service delivery : case study and improvement plan proposal |
| title_short | Lean six sigma implementation for it service delivery : case study and improvement plan proposal |
| title_sort | lean six sigma implementation for it service delivery : case study and improvement plan proposal |
| topic | TA Engineering (General). Civil engineering (General) |
| url | https://library.oum.edu.my/repository/1428/ |