Prioritizing lean practices for implementation in IT support services
VINE Journal of Information and Knowledge Management Systems
ISSN: 2059-5891
Article publication date: 8 February 2016
Abstract
Purpose
The purpose of this study is to capture the perception of the IT support service practitioners regarding the applicability of the lean practices and prioritize them after analyzing the gaps with respect to current usage and importance from practitioners’ perspective.
Design/methodology/approach
It involved development of an instrument to capture the perceptions of the IT support service practitioners. The data collected was quantitatively analyzed by using statistical techniques and it involved testing of the hypotheses.
Findings
The study conducted a gap analysis on the perceived current usage of the lean practices versus the perceived ideal usages of the lean practices from practitioners’ perspective. The gap analysis report revealed that gaps of all practices are not same from the practitioners’ viewpoint. This gap analysis was useful for prioritizing of the practices and resource allocation.
Originality/value
This study was conducted in a relatively new domain, where mature empirically based studies are scarce. This study set out to determine the practitioners’ perception of the applicability of lean practices in IT support service organizations. It provides a sound basis for further research on lean implementation in IT support service area.
Keywords
Citation
Kundu, G.K. and Manohar, M. (2016), "Prioritizing lean practices for implementation in IT support services", VINE Journal of Information and Knowledge Management Systems, Vol. 46 No. 1, pp. 104-122. https://doi.org/10.1108/VJIKMS-12-2014-0064
Publisher
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited