Lean six sigma in IT management: enhancing quality and productivity
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Berlin
Erich Schmidt Verlag
[2013]
|
| Schlagworte: | |
| Online-Zugang: | Inhaltstext Inhaltsverzeichnis |
| Beschreibung: | Literaturangaben |
| Beschreibung: | 172 Seiten Illustrationen 24 cm |
| ISBN: | 3503141847 9783503141845 |
Internformat
MARC
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Datensatz im Suchindex
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| adam_text |
IMAGE 1
TABLE OF CONTENTS
PREFACE 5
LIST OF ABBREVIATIONS 9
LIST OF FIGURES 11
1 INTRODUCTION 15
1.1 INITIAL SITUATION 15
1.2 TODAY'S CHALLENGES 16
1.3 OBJECTIVES 18
1.4 REFERENCE TO PRECEDING PUBLICATIONS 18
2 LEAN MANAGEMENT 25
2.1 INTRODUCTION 25
2.2 TOYOTA PRODUCTION SYSTEM (TPS) 25
2.3 LEAN PRINCIPLES 30
2.4 GUIDING IDEAS OF LEAN MANAGEMENT 37
2.5 LEAN ORGANIZATION 38
2.6 SUMMARY 40
3 SIX SIGMA 45
3.1 INTRODUCTION 45
3.2 STATISTICAL INTERPRETATION 46
3.3 STAFF INFRASTRUCTURE 49
3.4 PROJECT MANAGEMENT METHODS 52
3.5 PROJECT SELECTION 57
3.6 TOLLGATE REVIEWS 59
3.7 SUMMARY 60
4 LEAN SIX SIGMA 65
4.1 INTRODUCTION 65
4.2 DEPLOYMENT 65
4.3 ORGANIZATIONAL STRUCTURE 68
4.4 TRAINING 70
4.5 CRITICAL SUCCESS FACTORS 72
4.6 SUMMARY 76
5 SPECIFICS O F SERVICE QUALITY 79
5.1 INTRODUCTION 79
5.2 CHARACTERISTICS OF SERVICES 79
5.3 DEFINITION OF SERVICE QUALITY 81
7
HTTP://D-NB.INFO/1027077218
IMAGE 2
TABLE OF CONTENTS
5.4 DETERMINANTS OF SERVICE QUALITY 81
5.5 H U M A N IMPACT O N SERVICE QUALITY 82
5.6 SUMMARY 84
6 INFORMATION TECHNOLOGY MANAGEMENT 87
6.1 INTRODUCTION 87
6.2 STRATEGIC CHALLENGES OF IT MANAGEMENT 88
6.3 EXPECTATIONS OF IT SERVICE CONSUMERS 89
6.4 ITIL AS BEST-PRACTICE OF IT SERVICE MANAGEMENT 91
6.5 LEAN SIX SIGMA AS CONTINUAL SERVICE IMPROVEMENT APPROACH 96 6.6 LEAN
SIX SIGMA IMPLEMENTATION IN IT 103
6.7 SUMMARY 104
7 EMPIRICAL RESEARCH DESIGN 109
7.1 INTRODUCTION 109
7.2 OBJECTIVES OF THE EMPIRICAL RESEARCH 109
7.3 DESIGN OF THE WITHIN-CASE ANALYSIS 110
7.4 DESIGN OF THE CROSS-CASE ANALYSIS I L L
7.5 SUMMARY 113
8 CASE STUDY ANALYSIS 117
8.1 INTRODUCTION 117
8.2 DEUTSCHE TELEKOM AG 117
8.3 IBM DEUTSCHLAND BUSINESS SERVICES G M B H 126
8.4 EUROPEAN LIFE INSURER 131
8.5 T-SYSTEMS INTERNATIONAL G M B H 136
8.6 VR KREDITWERK AG 141
8.7 CROSS-CASE ANALYSIS 144
8.8 SUMMARY 147
9 RECOMMENDATIONS 151
9.1 INTRODUCTION 151
9.2 DEPLOYMENT 151
9.3 ORGANIZATION 152
9.4 SCOPE OF APPLICATION 154
9.5 CRITICAL SUCCESS FACTORS 154
9.6 SUMMARY 156
10 CONCLUSION 159
11 OUTLOOK 163
REFERENCES 165
ABOUT THE AUTHORS 171 |
| any_adam_object | 1 |
| author | Dahm, Markus H. 1966- Mohos, Csaba |
| author_GND | (DE-588)171406931 |
| author_facet | Dahm, Markus H. 1966- Mohos, Csaba |
| author_role | aut aut |
| author_sort | Dahm, Markus H. 1966- |
| author_variant | m h d mh mhd c m cm |
| building | Verbundindex |
| bvnumber | BV042928564 |
| classification_rvk | QP 321 QP 345 SR 860 |
| ctrlnum | (OCoLC)820457655 (DE-599)DNB1027077218 |
| dewey-full | 658.514 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.514 |
| dewey-search | 658.514 |
| dewey-sort | 3658.514 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Informatik Wirtschaftswissenschaften |
| format | Book |
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| spelling | Dahm, Markus H. 1966- Verfasser (DE-588)171406931 aut Lean six sigma in IT management enhancing quality and productivity by Dr. Markus H. Dahm and Csaba Mohos Berlin Erich Schmidt Verlag [2013] © 2013 172 Seiten Illustrationen 24 cm txt rdacontent n rdamedia nc rdacarrier Literaturangaben Prozessmanagement (DE-588)4353072-2 gnd rswk-swf Informationstechnik (DE-588)4026926-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Six Sigma (DE-588)7604241-8 gnd rswk-swf Produktivität (DE-588)4047364-8 gnd rswk-swf Lean Management (DE-588)4300840-9 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Informationstechnik (DE-588)4026926-7 s Prozessmanagement (DE-588)4353072-2 s Lean Management (DE-588)4300840-9 s Produktivität (DE-588)4047364-8 s Six Sigma (DE-588)7604241-8 s DE-604 Mohos, Csaba Verfasser aut Erscheint auch als Online-Ausgabe 978-3-503-14185-2 X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=4164977&prov=M&dok_var=1&dok_ext=htm Inhaltstext DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028355489&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Dahm, Markus H. 1966- Mohos, Csaba Lean six sigma in IT management enhancing quality and productivity Prozessmanagement (DE-588)4353072-2 gnd Informationstechnik (DE-588)4026926-7 gnd Unternehmen (DE-588)4061963-1 gnd Six Sigma (DE-588)7604241-8 gnd Produktivität (DE-588)4047364-8 gnd Lean Management (DE-588)4300840-9 gnd |
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| title | Lean six sigma in IT management enhancing quality and productivity |
| title_auth | Lean six sigma in IT management enhancing quality and productivity |
| title_exact_search | Lean six sigma in IT management enhancing quality and productivity |
| title_full | Lean six sigma in IT management enhancing quality and productivity by Dr. Markus H. Dahm and Csaba Mohos |
| title_fullStr | Lean six sigma in IT management enhancing quality and productivity by Dr. Markus H. Dahm and Csaba Mohos |
| title_full_unstemmed | Lean six sigma in IT management enhancing quality and productivity by Dr. Markus H. Dahm and Csaba Mohos |
| title_short | Lean six sigma in IT management |
| title_sort | lean six sigma in it management enhancing quality and productivity |
| title_sub | enhancing quality and productivity |
| topic | Prozessmanagement (DE-588)4353072-2 gnd Informationstechnik (DE-588)4026926-7 gnd Unternehmen (DE-588)4061963-1 gnd Six Sigma (DE-588)7604241-8 gnd Produktivität (DE-588)4047364-8 gnd Lean Management (DE-588)4300840-9 gnd |
| topic_facet | Prozessmanagement Informationstechnik Unternehmen Six Sigma Produktivität Lean Management |
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