Case Study on the Lean Six Sigma Management for Information Technology Service Management Project of G Commercial Bank文档.doc

Technology and Investment, 2013, 4, 76-84 /10.4236/ti.2013.42009 Published Online May 2013 (/journal/ti) Case Study on the Lean Six Sigma Management for Information Technology Service Management Project of G Commercial Bank* Yongmei Xu , Fan Zhang , Xiaowen Ye 1 2,3 4 Department of Business Administration, School of Management, Jinan University, Guangzhou, China School of Business Administration, South China University of Technology, Guangzhou, China The Party School of the CPC Guangdong Provincial Committee, Guangzhou, China School of Management, Jinan University, Guangzhou, China Email: txuym@126.com, shermon@163.com 1 2 3 4 Received December 10, 2012; revised March 29, 2013; accepted April 6, 2013 Copyright ? 2013 Yongmei Xu et al. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. ABSTRACT Based on the literature review which concludes the Lean Six Sigma management theory, Information Technology Infra- structure Library (ITIL) and the key success factors of Information Technology service management (ITSM), this paper analyzes the present situation of information system in G bank and also the challenge it is facing. Furthermore, this pa- per puts forward a process optimization scheme for the production changes of G bank’s ITSM with the Lean Six Sigma management theory. What’s more, the paper dissects the production changes of G bank’s ITSM by means of DMAIC method in order to achieve these four goals: Firstly, optimizing the process and improving the internal work efficiency also. Secondly, reducing the variation and the error rate and also improving the system availability. Thirdly, strengthen the business interaction in order that the IT value could be reflected preferably. The last but not least, cutting