Improving Performance on Information and Technology Systems and Services at a Life Sciences Manufacturing Plant for the Graduate Programs at Polytechnic University of Puerto Rico

Abstract

The establishment of a continuous improvement program and culture at a Life Sciences company has giving them great business results. By using Lean ,Six Sigma and Team involvement methodologies areas like Information Technology has been assess. Information Technology is a supporting department that has a strong impact on the daily business operations. By treating the Information Technology department as a services supplier and the other departments as customers a Voice of customer exercise was use to collect information. The assessed areas were service desk, the Kronos time attendance program and the Mapics transactions system. A customer satisfaction survey was administered to a sample of employees. The data obtained was transformed into specific projects. Six months after projects implementation a new survey was conducted showing an increased level of customer satisfaction.