Process Standardization on Customers’ Requests for Infrastructure and Security Services

Abstract

This research project focuses on the development of a Process Standardization for services requests of an Information Systems Consultant Company. The existing process is not ideal nor practical because of the time gap between the service request submission by the client and when the service is provided. Additionally, it adds unnecessary tasks for the technicians which decreases their productivity. Therefore, standardizing the process will ensure the reduction of this time gap from a request standpoint and increase the technician’s productivity. In order to standardize the process, the DMAIC methodology was used. DMAIC is an acronym for a series of steps that truly are the foundation of any process improvement. The term DMAIC stands for the five main steps in the process; Define, Measure, Analyze, Improve and Control. DMAIC was successfully implemented, providing a structure and tools to standardize the request process, reducing the time the customer has to wait on the availability of the company to perform a request, while also reducing the tasks of the technicians providing the service [1]. Key Terms - DMAIC Methodology, Improvement, Process, Standardization.