TITLE:
Case Study on the Lean Six Sigma Management for Information Technology Service Management Project of G Commercial Bank
AUTHORS:
Yongmei Xu, Fan Zhang, Xiaowen Ye
KEYWORDS:
Information Systems; Information Technology Infrastructure Library; Information Technology Service Management; Six Sigma; Critical Success Factors; Commercial Bank
JOURNAL NAME:
Technology and Investment,
Vol.4 No.2,
May
24,
2013
ABSTRACT: Based on the literature review which concludes the Lean Six Sigma management
theory, Information Technology Infrastructure Library (ITIL) and the key
success factors of Information Technology service management (ITSM), this
paper analyzes the present situation of information system in G bank and also
the challenge it is facing. Furthermore, this paper puts forward a
process optimization scheme for the production changes of G bank’s ITSM with
the Lean Six Sigma management theory. What’s more, the paper dissects the production
changes of G bank’s ITSM by means of DMAIC method in order to achieve these
four goals: Firstly, optimizing the process and improving the internal work
efficiency also. Secondly, reducing the variation and the error rate and also improving
the system availability. Thirdly, strengthen the business interaction in order
that the IT value could be reflected preferably. The last but not least, cutting
the overtime is to improve employee satisfaction. But improving the ITSM of the
banking industry is our ultimate aim.