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You searched Library Catalogue - Subject: Teleshopping Malaysia
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Call Number (WOU)
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SP CEMBA 2014 30
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Author
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Ooi,Yee Loon
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Title
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Supply chain service desk operation performance improvement / Ooi Yee Loon
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Abstract
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Service desk is first line of defense to end users who require IT service assistance. The purpose of this project research is to create competitive advantage by reducing the overall operation cost of Supply Chain Service Desk by improving its operation’s efficiency and effectiveness. The service model of the case company is benchmarked against the industry best practices and framework such as ITIL (Information Technology Infrastructure Library). Meanwhile, service desk key performance indicators are measurement used to indicate performance level.Research in service desk industry performance standard was done which has been used as benchmark to case company. Data was collected from difference resources and the result was used for analysis purpose. Analysis result was used to compare with industry benchmarked while identify the gaps, priority and criticality, and business opportunities for improvement purpose.Proposal on the service desk business improvement was provided and recommended. It was included employees’ training program, standard operation procedural enhancement and correction, support tools enhancement and BKM sharing among the service desk.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2014
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Marketing channels -- Management
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