Campus del Baix Llobregat
 
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(2012-2)

DG ENG AERO/SIS TEL

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ENG TELEC 2NCICLE 01

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Projecte llegit

Títol: Analysis under lean principles of an users support service of an ICT department

Director: OLIVELLA NADAL, Jorge

Departament: OE

Títol: Analysis under lean principles of an users support service of an ICT department

Data inici oferta: 20-02-2013     Data finalització oferta: 20-10-2013


Estudis d'assignació del projecte:
    MU MASTEAM
Tipus: Individual
 
Lloc de realització: EETAC
 
Segon director (UPC): CALLEJA SANZ, Gema
 
Paraules clau:
lean management, process improvement
 
Descripció del contingut i pla d'activitats:
The objective of this thesis is the to improve processes in an
ICT department using the lean methodology. The technical
incidences management has been analysed. The objective was reduce
time devoted to the solution of the incidences, the effectiveness
of the process and, finally, to reduce their number.

To understand the real performance of the system, observations
with the responsible people of the area has been done. With the
observations and several meetings between airport and university
teams, a swimlane diagram has been drawn, and it showed the
improvement opportunities in the whole process. Immediate and
future improvements have been defined.

An concrete improvement have been analysed an planned in detail.
The improvement refers to the incidence reception system. The
improvement is devoted to simplify the incidence registration
thanks to the introduction of a standardized form for every new
incidence. This form has been generated from the information
provided by the employees responsible of receiving and
introducing the incidences in the information system.
 
Overview (resum en anglès):
The objective of this thesis is the to improve processes in an ICT department using the lean methodology. The technical incidences management has been analysed. The objective was reduce time devoted to the solution of the incidences, the effectiveness of the process and, finally, to reduce their number. 
To understand the real performance of the system, observations with the responsible people of the area has been done. With the observations and several meetings between airport and university teams, a swimlane diagram has been drawn, and it showed the improvement opportunities in the whole process. Immediate and future improvements have been defined.
An concrete improvement have been analysed an planned in detail. The improvement refers to the incidence reception system. The improvement is devoted to simplify the incidence registration thanks to the introduction of a standardized form for every new incidence. This form has been generated from the information provided by the employees responsible of receiving and introducing the incidences in the information system.


Data de generació 26/01/2021