Pre-engagement process improvement in IBM PC services
Name
232666738-MIT.pdf
Description
Full printable version
Size
17.38 MB
Format
Adobe PDF
Checksum (MD5)
ab08321a144dcdd43c8084c989fdb2bb
Author(s)
Zuo, Jie, M. Eng. Massachusetts Institute of Technology
Advisor(s)
Stanley B. Gershwin.
Date Issued
2007
Publisher
Massachusetts Institute of Technology
Abstract
The front end of the IBM PC factory integration & deployment process is a pre-engagement process. In this study, the pre-engagement process, was analyzed. The organizational structure in the pre-engagement process and the pre-engagement process flow were examined. The information flow in both the global supply chain and the IBM customer solution center was identified. The current service-offering model in the IBM customer solution center was also described. Two problems in the pre-engagement process were examined. A methodology to probe the problems and to figure out the root causes was proposed and applied. Five root causes were determined. Solutions were proposed to address those root causes and furthermore, their benefits and concerns were evaluated. In the end, a conclusion that Checklist A, Checklist B, and the continuous improvement process were the best and feasible solutions was drawn.
Description
Thesis (M. Eng.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering, 2007.
Includes bibliographical references.
Subjects
Mechanical Engineering.
MIT Department
Massachusetts Institute of Technology. Department of Mechanical Engineering
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copyright. They may be viewed from this source for any purpose, but
reproduction or distribution in any format is prohibited without written
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