Process orientation and streamlining in the IT operation
Several departments in the IT operation, which jointly serve an important purpose before, during and after IT projects, were having problems with long lead times, lower customer satisfaction and an increasingly pressured work situation. A need to increase delivery capacity existed. Prové’s team of consultants involved the operation’s employees, and shifted the focus from organisational affiliation to development of the common process. Process management was based on the customer’s needs and requirements, and resulted in a raft of measures that streamlined the flow, and clarified roles and responsibilities.
One of the success factors in the project was an approach based on work meetings, in which everyone was highly empowered, could feel a sense of ownership for the results and thereby a motivation to change. The overall result was consensus on a common, efficient work approach with the customer delivery in focus.