CRITICAL SUCCESS FACTORS FOR IMPLEMENTING LEAN PRACTICES IN IT SUPPORT SERVICES
Journal Title: International Journal for Quality Research - Year 2012, Vol 6, Issue 4
Abstract
Many studies have been done to identify the critical success factors (CSFs) in for successful lean implementation in the manufacturing firms. But, till date, no systematic study has been done to identify the CSFs from the perspective of lean implementation in IT support service sector. This paper aims to address this area. A detailed literature review was undertaken to identify CSFs for lean implementation in manufacturing and services context and to consider their applicability to the IT support services sector. This paper is based on a conceptual discussion of CSFs as applied to the IT support services sector. The authors proposed a set of CSFs which is believed to be suitable for IT support service enterprises. The relevance of CSFs will need to be tested and qualitative research is needed to inform further work. The proposed CSFs are aimed at being useful to IT support services sector as a guideline, so as to ensure a positive outcome of the lean implementation process in IT support services sector.
Authors and Affiliations
Goutam Kumar Kundu, Murali Manohar
INVESTIGATING DISCREPANCIES BETWEEN ESERVICES IMPLEMENTING OR NOT ISO 9001: CUSTOMERS’ OUTLOOK IN THE BACKDROP OF ESERVICES IN CATALONIA (SPAIN)
This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service quality, customer pe...
USING A TOTAL QUALITY STRATEGY IN A NEW PRACTICAL APPROACH FOR IMPROVING THE PRODUCT RELIABILITY IN AUTOMOTIVE INDUSTRY
In this paper a Total Quality Management strategy is proposed, refined and used with the aim at improving the quality of large-mass industrial products far beyond the technical specifications demanded at the end-customer...
CORPORATE CULTURE IN SLOVAK ENTERPRISES AS A FACTOR OF HRM QUALITY - CASE STUDY
Corporate culture as a unique set of opinions, value systems and standards of behaviour is specific for each organisation. It can be observed in behaviour, mutual interaction, self-actualisation. It is necessary to famil...
SEARCH FOR QUALITY IN BIOSYSTEM ENGINEERING
Today, engineering has become a disciplined field. The demand in food products caused the agricultural engineers to consider the matter in a different way. This consideration led the engineer to resolve the biological is...
PARAMETERS WHICH INFLUENCE EMPLOYEE SATISFACTION IN PUBLIC SECTOR IN THE REPUBLIC OF CROATIA
Employees are one of key factors of success of a company and as such represent the most important resource of every organisation. In order to efficiently and effectively complete the tasks assigned to them, employees nee...