A large IT function in a global business was suffering extended timescales when delivering service requests.
To understand the actual times requests were taking to be delivered.
On a Process Behaviour Chart to understand whether the problem was systemic or not, as that determines how a problem is most effectively and efficiently addressed.
To make the process run both more quickly and more consistently.
To ensure the changes were improvements, and were sustained.
Service delivery time reduced by 30%, saving over 230,000 delay hours to the customer!
