Lean & Manufacturing
Trilogy Technologies provide proactive and secure IT Managed Services to businesses from our IT support centres located in London and Dublin.
Challenge
Trilogy faced significant ticketing queues with engineers’ time being spent on the administration of these queues, rather than addressing the clients’ problems. The challenge for LBSPartners was to create a better flow through improved issue resolution.
Solution
LBSPartners implemented a Lean programme to fix the root cause of the ticketing issue. While reviewing the existing ticketing process, our consultants were able to help Trilogy to identify areas of waste and activities which added no value to Trilogy’s customers.
A new process was designed moving from a batching concept to single piece flow. This involved processing one ticket at a time and is central to efficiency in lean processing.
The new approach to ticketing was a two-tiered approach:
- Transactional – managing the day-to-day activities of the clients’ infrastructure, responding to issues as they arose and bringing about a speedy and successful resolution.
- Transformational – beyond the day-to-day activities to understand the voice of the client, developing technical strategies that assist clients in the pursuit of success.
LBSPartners implemented a Lean programme which helped identify the root cause of the ticketing issue, reduced the areas of waste which were impacting on the success of the ticketing system and supported a better process through visual management and targeted continuous improvement.
Results
Implementing a Lean approach to the ticketing system has provided clarity and visibility to the Trilogy management team, it has reduced non-value add activities, reduced stress for engineers and provided ownership of the process by engaging input at every step.
