Value Oriented IT Process Design and Definition: Integrating Customer Value into Process Quality

摘要

Today's competitive environment and increased customer demands require companies to respond quickly and effectively to market opportunities. Business organizations are leveraging Information Technology (IT) solutions as a means to accomplish the business objectives and to fulfill the growing customer demands. As business always expects significantly higher return and value on investment made for IT, it is critical for IT division to demonstrate the quality and value added deliverables. Hence, it is extremely important to understand the concept of value from a process design and definition perspective while formulating IT processes that create and deliver value to the business and customers. This paper details a framework named Value Oriented Process Paradigm (VOPP) that provides adoptable guidance for designing value oriented IT processes and integrating customer value with process quality. This proven framework has been developed by leveraging the lean concepts and value creating techniques. This paper focuses on value analysis in line with Dr. Genichi Taguchi's loss function theory and opportunities for creation of value utilizing the lean principles while defining the processes. This paper details a technique named Potential Waste and Impact Analysis (PWIA) that provides guidance towards identifying potential waste during process definition and prioritizing them to put in place controls to reduce or eliminate them. The approach and concepts detailed in this paper would be useful for process consultants involved in process design and definition.