The CIO of a large bank wished to eliminate the large stock of requests (over 1000), reduce the response time and improve productivity of the company’s IT security management team. The objectives were to reduce the risk of insecure PCs and regain credibility among the users.

The project was led by 1 Operae coach who also trained 1 new project leader. The security team included 1 team leader and a technical staff of 12.

Stock strategy:

• set daily production objectives
• immediate problem solving
• improved flow management
• creation of work standards
• training

Quality management: “red bin” analysis

Reduction of response time: analysis of all requests that were longer than standard; visual management of the stock.

The team also decided to gage their clients’ satisfaction by interviewing a sample of users every week.