Statistical Process Control for The Engineering IT Support Incident Life Cycle

Authors

Binay Anand, Halliburton Corporation
Christopher A. Chung, University of Houston

Document Type

Article

Abstract

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.

Recommended Citation

Anand, Binay and Chung, Christopher A. (2005) "Statistical Process Control for The Engineering IT Support Incident Life Cycle," Journal of International Technology and Information Management: Vol. 14: Iss. 1, Article 7.
DOI: https://doi.org/10.58729/1941-6679.1146
Available at: https://scholarworks.lib.csusb.edu/jitim/vol14/iss1/7