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Fujitsu Services – Creating a Culture of Continuous Improvement

Lean, Kaizen and Six Sigma

A new approach to service desks


servicedesk
Fujitsu Services is a leading European information technology services company, with an annual turnover of £2.46 billion (€3.59 billion) and over 19,000 employees in 20 countries. Having studied the benefits of the Lean management techniques developed by manufacturing organisations, Fujitsu wanted to see if the same approach could be applied to the IT industry, by transferring the production line experience into a service environment.

Fujitsu chose to work with Unipart, experts in Lean implementation with over 25 years experience and a leading exponent of the Lean methodology, to help it create ‘model lines', which could be used to apply Lean tools and techniques to different service processes.