Business Processes Improvement

Student: Shiling Evelina

Faculty: Faculty of Economics, Management, and Business Informatics

Educational Programme: Management (Bachelor)

Final Grade: 8

Year of Graduation: 2020

Business-processes improvement in terms of digitalization and standardization is critical to the overall effectiveness of the organization today. This paper is aimed at optimizing the process of solving IT problems at the workplace on the example of a support service department of a company in the telecommunications industry. The aim of the study is to reduce the total cost of the process. The study was based on the DMAIC methodology. Within the framework of the chosen methodology, various methods and tools were used, such as a cause and effect diagram, SIPOC, observation and real time monitoring. The chosen methodology has proved its effectiveness, as its application has helped to reduce the cost of the process. The improvements achieved were also evaluated and critically analyzed to develop further recommendations for improving the process.

Full text (added May 22, 2020)

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