To Support the Surrounding Organizations Through Establishing Technical Management Processes : A Case Study
The aim of this study is to establish internal procedure charts for a case company’s technical support function and to identify improvement areas in their internal processes. Technical Management, as an internal department of the case company, hasn’t managed to update their internal procedures charts accordingly. This leads to inefficiency in business performance that studied in this article. The methodology of this study was divided in two steps: to model swim lane diagrams about the current situation (as-is) of Technical Management processes and to hold semi-structured interviews for Technical Management’s key stakeholders to understand their expectations and improvement ideas