Analysis on the implementation of lean tools and techniques in IT engineering service industry in Ireland

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Kulshreshtha, Ruchira
Issue Date
MA of Business Administration
Dublin Business School
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The research titled ‘ Analysis on implementation of Lean tools and techniques in IT engineering service industry in Ireland ’ tried to understand how the lean principles in manufacturing industries are being applied in service oriented firm. The first chapter lays down the importance of the lean evolution, and its criticality in improving the efficiency of the service delivery process for the customers. The IT engineering service sector has emerged strongly as the PLC (product life cycle) of IT has progressed over the years. For Ireland the rationale to conduct the research is appropriate as it tops in Europe in terms of IT, ITES and IT engineering service MNCs firms operating in that region. The research aims, objectives and questions are laid out with research chapter briefs at the end of chapter one. The second chapter unfolds with the literature review, the concept of lean, principles behind it, the description and structure of the IT engineering services sector, lean appropriateness in this sector, lean in services. The research gap is evident as there is no significant study to corroborate as to how lean impacts the services in IT engineering services in Ireland. The research methodology shows the choice of primary research agenda given the nature of the research topic with sample size limited to six managers of different Irish IT engineering firms as a convenient sample. The open ended questionnaire helped to capture the status of lean, the application methods, implementation barriers, type of lean tools applied. The recorded interview made into transcripts was analysed in chapter four. It showed that managers involved in lean has been focussing on the process efficiency with lesser manpower, lesser time and cost parameters to manage. However, VSM emerged as a favourite tool, with Ishikawa, ‘5Whys’ to confront the challenge and problems in operations. The next chapter discussed about how the lean in services sector has helped to link design and delivery to be shortened to manage cost and time issues. The conclusion in the last chapter shows that lean has been adopted but requires consistent efforts as dynamics of services have threats and risks involved. Higher level lean tools like FMEA to identify the failure or disruption of IT engineering service is critical to the firm survival. The gaps is about responsiveness that Irish firms in this sector lacks, and an elaborate recommendation has been outlined based on best practices from consulting firms.