L* protsessikavandamismudeli laiendamine kvaliteedijuhtimise ning äriparandustööriistade ja -tehnikatega
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2015
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Selle lõputöö ülesandeks on leida, kas L* elutsükli mudelit on võimalik laiendada Six Sigma DMAIC mudeli, ISO 9001:2008 kvaliteedijuhtimissüsteemi ja äriparandusraamistikega nagu Baldrige Criteria for Performance ExcellenceTM äri ja mittetulundusühingutele ning European Foundation for Quality Management Excellence ModelTM. Protsessikaevandamisprojektiga, mille L*elutsükli mudel laiendati Six Sigma DMAIC metoodikaga, seotud töö viidi läbi Itaalia IT firmas, kasutades andmeid firma abilauast ning tarkvara kvaliteedikontrolli tegevustest. Firmas läbi viidud töö näitab, et DMAIC tsükkel saab pakkuda laiendatud raamistikku L* elutsükli mudelile selle kõikides staadiumites, kasutades tänapäevaseid protsessikaevandamistehnikaid ning -tarkvara.
The purpose of this thesis is to determine whether is possible to expand the L*life-cycle model with Six Sigma’s DMAIC model, the ISO 9001:2008 Quality Management System, and business improvement frameworks like the Baldrige Criteria for Performance Excellence for Business and NonprofitTM, and the European Foundation for Quality Management Excellence ModelTM. The work related to the Process Mining project where the L* life-cycle model was expanded with Six Sigma’s DMAIC model has been conducted in an Italian IT Company with data from company’s Help Desk and Software Quality Assurance operations. The work conducted in the company pursues in proving that the DMAIC cycle can provide an expanded framework for the L* life-cycle model in all of its stages while employing state of the art Process Mining techniques and Process Mining software.
The purpose of this thesis is to determine whether is possible to expand the L*life-cycle model with Six Sigma’s DMAIC model, the ISO 9001:2008 Quality Management System, and business improvement frameworks like the Baldrige Criteria for Performance Excellence for Business and NonprofitTM, and the European Foundation for Quality Management Excellence ModelTM. The work related to the Process Mining project where the L* life-cycle model was expanded with Six Sigma’s DMAIC model has been conducted in an Italian IT Company with data from company’s Help Desk and Software Quality Assurance operations. The work conducted in the company pursues in proving that the DMAIC cycle can provide an expanded framework for the L* life-cycle model in all of its stages while employing state of the art Process Mining techniques and Process Mining software.