Learning curve analysis of the BIWA tool innovations on the impact to service management / Ronnel Go

Year : 2010

Number of Pages : 45 leaves

Adviser : Prof. Glen A. Imbang

Executive Summary

This research material analyzed and explained the impact of the BIWA tools to the service management responsibilities of this team in HP. The team has been doing a number of innovation tools within their free time but there are no concrete analysis done to measure the benefits from such innovations. Since these innovations are done on-top of their regular responsibilities, it would be beneficial to see if the results are helpful and probably be used to determine if such initiative should be continued. One tool was analyzed. This is the DM Assistant which is used by the team to conduct the hand-over process. The DM Assistant automates the extraction of data from the Service Desk which consumes time and can result to data accuracy problems. To measure the benefits, the chosen framework was the learning curve. This framework projected the total cost of producing the hand-over report over the period of 6 months and compared it with the actual results covered within the same period. There are observed inconsistencies between the two models as explained in the study. The study cited 3 studies as reference to the methodology used. The first study covered the learning curve framework how it works and the principles behind it. The second story explained the proper application and use of experience curves when not to use it and the common errors in interpreting its results. The third article dealt with technology adoption and explore the ideas/methods on how conduct technology adoptions, when are they applicable and the advantages and disadvantages on each method. Data analysis was done by interpreting the graph of the actual data and the derived data from the learning curve formula. This study provided the learnings gained and recommendations if this study would be continued in the future. The insights on the effect of the current tool were also provided.