Co-Engineering IT Services for Lean Operations

Co-Engineering IT Services for Lean Operations

Jay Ramanathan (Ohio State University, USA) and Rajiv Ramnath (Ohio State University, USA)
DOI: 10.4018/978-1-60566-276-3.ch007
OnDemand PDF Download:
$37.50

Abstract

The ACE structure is not only used to create BioS goals and work products, but also to perform the analysis needed to prioritize improvement projects and their tasks. We next show how the structure is used to define tasks and priorities to deploy in the context of existing enterprise systems and emerging technologies to reduce the time to install new PCs from seventeen days to one day. The related goals are met by quantifying the Interactions between global Lean and local Autonomic goals to achieve continuous improvement. Finally, we show here how a complex system ‘improves’ operationally through enhancements in a Role set that includes both Agents in the physical world and in the Electronic world. for related approaches to this also see Brittenham et al 2007a. We use the PC (personal computer) Build and Install service to illustrate methods for the improvement of underlying Interactions within a typical complex organization. This application was selected because it has the complex characteristics, yet it is representative and straightforward to understand. The techniques are widely applicable for the improvement of IT services and Primary services.
Chapter Preview
Top

Introduction

  • How do we construct the ACE structure to identify and quantify the numerous many-to-many relationships and service-based Interactions between processes, organizations, applications, and enabling IT components?

  • How do we apply Lean Co-engineering principles to analyze, prioritize, and target opportunities based on impact to the overall performance of the complex system?

  • How do we derive the requirements for deployment and configuration of existing enterprise systems and resources?

  • How do we develop a roadmap for improvement and the related business justification?

The ACE structure is not only used to create BioS goals and work products, but also to perform the analysis needed to prioritize improvement projects and their tasks. We next show how the structure is used to define tasks and priorities to deploy in the context of existing enterprise systems and emerging technologies to reduce the time to install new PCs from seventeen days to one day. The related goals are met by quantifying the Interactions between global Lean and local Autonomic goals to achieve continuous improvement. Finally, we show here how a complex system ‘improves’ operationally through enhancements in a Role set that includes both Agents in the physical world and in the Electronic world. for related approaches to this also see Brittenham et al 2007a.

We use the PC (personal computer) Build and Install service to illustrate methods for the improvement of underlying Interactions within a typical complex organization. This application was selected because it has the complex characteristics, yet it is representative and straightforward to understand. The techniques are widely applicable for the improvement of IT services and Primary services.

Top

The Business Challenge

The IT organization of a health-care provider with a billion plus in operating revenue had as a goal the reduction of the PC build and install process from seventeen days to one day. Separate IT teams have been created over time to provide the following services: service desk, Request management, inventory management, approvals, billing, deployment, assembly, inventory, and imaging/engineering. While some of these resources are shared with other processes, each of these teams plays a role in the deployment of a PC. Roughly, eight fulltime equivalents (FTE), of the 240 fulltime employees in Information Systems, are dedicated to the PC process.

Over a hundred Requests (also tickets) of Request type PCs install or fix are received each month. Since the PCs serve numerous different purposes in the hospital – from use at a nurse’s station to equipment monitoring - many variations are deployed. There are also many different types of software to be installed. Finally, there are multiple enterprise software systems in place – a customer relationship management (CRM) system is used for managing the Customer Service Center (CSC, defined as in ITIL) tickets, an asset management data base, a work order system for technicians, and a PC imaging system are all utilized. As is typical, these systems are not integrated and do not share ticket data or workflow status. About thirty five personnel and eight FTE are involved in this process.

A flow for the PC build and install process, or just PC install, can be seen in Figure 2. As with most service organizations, there were several challenges. The variation in Request s and related processing needs had caused the existing process to evolve over time to execute the worst-case scenario each time. Examples of this included waiting for approvals for small purchases or traveling to the site to survey it for proper wiring due to lack of site documentation.

Figure 2.

ACE structure representation of goals, Interactions, and Agents for continuous improvement

How do we justify improvements and create the roadmap for the complex environment, given tight budget constraints? The case study and project objectives were to address this as follows:

Complete Chapter List

Search this Book:
Reset
Table of Contents
Acknowledgment
Jay Ramanathan, Rajiv Ramnath
Chapter 1
Jay Ramanathan, Rajiv Ramnath
We begin with a characterization of service challenges and a conceptualization of a complex service enterprise as a collection of organizations and... Sample PDF
Characterization of Service Orientation and the Adaptive Complex Enterprise
$37.50
Chapter 2
Jay Ramanathan, Rajiv Ramnath
The ACE structure for coordination across various services using policies to meet overall goals is presented here. The more detailed depiction of... Sample PDF
Adaptive Complex Enterprise Framework: Ontology, Modeling, Co-Engineering Principles, Work Products
$37.50
Chapter 3
Jay Ramanathan, Rajiv Ramnath
Governance and related alignment methods for the management of complex systems are introduced here to facilitate and better decision making. The... Sample PDF
Governance and Conceptual, Logical and Installed Architecture Alignment Using Work Products and Workflow
$37.50
Chapter 4
Jay Ramanathan, Rajiv Ramnath
The knowledge infrastructure for enterprise architecture presented here has a taxonomy of useful patterns and pattern applications illustrated in... Sample PDF
EA Knowledge for ACE Deployment
$37.50
Chapter 5
Jay Ramanathan, Rajiv Ramnath
Organizations like the City are pressured to be more and more service oriented with fewer resources. The City has an expanding service area... Sample PDF
Strategic Improvement of Non-Routine Services
$37.50
Chapter 6
Jay Ramanathan, Rajiv Ramnath
Vertical traceability along the internal value chain illustrated in Figure 1 below allows us to establish a charge back system for the use of IT... Sample PDF
Co-Engineering Business Need and IT Services
$37.50
Chapter 7
Jay Ramanathan, Rajiv Ramnath
The ACE structure is not only used to create BioS goals and work products, but also to perform the analysis needed to prioritize improvement... Sample PDF
Co-Engineering IT Services for Lean Operations
$37.50
Chapter 8
Jay Ramanathan, Rajiv Ramnath
There is consensus that explicit knowledge is information. In addition there is tacit knowledge that exists in the human minds. Tacit knowledge is... Sample PDF
Management, Monitoring, and Mining of Service Knowledge
$37.50
Chapter 9
Jay Ramanathan, Rajiv Ramnath
We explore how different types of opportunities for Interaction improvement - innovation, effectiveness, and resilience can be identified. Our goal... Sample PDF
Relating IT to Service Innovation
$37.50
Chapter 10
Jay Ramanathan, Rajiv Ramnath
The Adaptive Complex Enterprise framework presented provides a basis for integrating many related areas of research into a services discipline. We... Sample PDF
Research Topics in Complex Systems
$37.50
Appendix
Jay Ramanathan, Rajiv Ramnath
About the Authors