Pre-engagement process improvement in IBM PC services

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.