This paper describes a new Statistical Process Control technique to better manage the engineering Information Technology life cycle process. This includes the identification of the activities in the engineering IT support lifecycle initiation, reproduction, analysis and resolution phases. The performance of these lifecycle activities are analyzed using a highly modified Chart of Individuals, Statistical Process Control approach. This new type of SPC system can help engineering IT management to determine whether or not a support incident is in control. Out of control support incidents can then be investigated for special causes so that corrective action may be taken.
Anand, Binay and Chung, Christopher A.
"Statistical Process Control for The Engineering IT Support Incident Life Cycle,"
Journal of International Information Management: Vol. 14
, Article 1.
Available at: http://scholarworks.lib.csusb.edu/jiim/vol14/iss2/1