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Improving Performance on Information and Technology Systems and Services at a Life Sciences Manufacturing Plant for the Graduate Programs at Polytechnic University of Puerto Rico

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PUPR_SJU_CEAH_Publicaciones_Revista Politechne_Vol15_Num01_Abril 2010_P47-P56_Arlene Delgado Velázquez_Article (1.425Mb)
Date
2010
Author
Delgado Velázquez, Arlene
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Abstract
The establishment of a continuous improvement program and culture at a Life Sciences company has giving them great business results. By using Lean ,Six Sigma and Team involvement methodologies areas like Information Technology has been assess. Information Technology is a supporting department that has a strong impact on the daily business operations. By treating the Information Technology department as a services supplier and the other departments as customers a Voice of customer exercise was use to collect information. The assessed areas were service desk, the Kronos time attendance program and the Mapics transactions system. A customer satisfaction survey was administered to a sample of employees. The data obtained was transformed into specific projects. Six months after projects implementation a new survey was conducted showing an increased level of customer satisfaction.
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http://hdl.handle.net/20.500.12475/1668
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