Situation: LPL Financial’s onboarding process did not deliver the required IT services to new hires on time. This made it challenging for new hires to perform job functions for up to two weeks, which had a negative impact on productivity and degraded the new hire experience.
Task: Document and improve the IT Service Request Fulfillment process and reduce the order-to-delivery time for the new hire onboarding process.
Action: Cask worked with LPL, following an agile methodology which included a CMMI-based assessment, IT Service Catalog and Request Fulfillment process definition and implementation using ITIL® guidelines. This effort also leveraged Lean Six Sigma tools, including control charts, root cause analysis (ishikawa), and a kaizen event.
Outcome: IT Service Request fulfillment times were reduced by 70%. An IT Service Catalog and Request Fulfillment process were defined, developed and implemented using ITIL® guidelines and Lean Six Sigma methodology.