Authors: Suresh Malladi, P.D.D. Dominic, Ahmed Kamil
Addresses: Business Information Technology Department, Stephen M. Ross School of Business, University of Michigan, Ann Arbor, MI, 48109, USA. ' Department of Computers and Information Science, Universiti Teknologi PETRONAS, 31750, Tronoh, Perak, Malaysia. ' Department of Computers and Information Science, Universiti Teknologi PETRONAS, 31750, Tronoh, Perak, Malaysia
Abstract: Lean methodologies are adopted into the information technology (IT) industry to eliminate waste and maximise business value to the customers. The global services models today provide ample scope to apply lean practices to IT services delivery and thereby to create robust partnerships between the vendors and the customers. The purpose of this paper is to identify some of the best practices in lean methodology as applicable to the IT service delivery and to exemplify the implementation in the context of a case study. The best practices mentioned in the paper are confined to our prioritisation of the observations and to identify the candidates that inject waste into the operations. A case study approach has been adopted to summarise the understanding and findings of our research. Many areas that inject waste into the IT services have been highlighted with supporting recommendations to eliminate such non-value added work.
Keywords: lean practices; agile practices; information technology; software; quality assurance; QA; best practices; value stream; Toyota; IT service delivery; non-value added work; waste.
International Journal of Business Information Systems, 2011 Vol.8 No.3, pp.247 - 268
Published online: 30 Sep 2014 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article