Process Improvement with Lean : A Case Study in Improving the Support Process in an IT Startup

Sammanfattning: This thesis is improving a support process with lean in a fast-growing IT startup. It investigates how processes in the service area can benefit from process improvement with lean, and the challenges and similarities that already exists in a startup with a background of agile and lean development. This is studied with both qualitative and quantitative data in order to create a broad point of departure. Common lean tools are used such as value stream mapping, 5S and, Pareto diagrams, but also from the quality management toolbox such as process mapping. The resulting analysis creates the foundation for a more efficient process which the startup can use to scale, measure and control. Lean is found to be a very suitable theoretical framework for this purpose, but some main concepts are found to not translate very well from the manufacturing industry where Lean once originated.