Abstract
IT (Information Technology) service providers have been making serious efforts for the success of numerous IT projects. For each project, they have been trying to satisfy expectations and requirements from stakeholders such as customers, partners, the project team, and so on. However, in reality, customers have perceived that IT services are late in delivery time, over budgeted, or of low quality, despite the providers’ efforts. LG CNS, an IT service provider, has innovated the internal service process by using HPT (Human Performance Technology), i.e. performance engineering. This case study reports how they identified problems and devised a way to alleviate the problems by analyzing the performance of IT service projects.
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Chang-Kuk Ahn is currently a Project Management Principal in the LG CNS’s Project Management Principal Group. His research interests are focused around Project Management’s Lessons learned. He started Active Learning Program in Project Management Center two years ago. He had a lot of IT Project Field’s Issues and coached Project Management Group’s Members to solve many problems.
Cheong-woon Kang is currently a Project Planning & Control Advisory Member in the LG CNS’s Finance Project Team. His research interests are focused around Global Project Management’s Issues and Action Learning Program. He led and operated Active Learning Program in Project Management Center, one year ago.
Jai-Hyoung Park is currently a Member in the LG CNS’s Institute of Business & Technology Unit. His research interests are focused around Service Science and Human Performance Technology. He operated Active Learning Program in Project Management Center, one year ago.
Seongtaek Rim is a professor of Management Information Systems at Korea University, Sejong Campus and a director of the Digital Convergence Research Institute. He received his M.A. and Ph. D degrees in Computer Information Systems from Georgia State University. His research interests span the business value of information technology investment; telecommunication business models and strategy; national ICT policies, etc. He is starting a new work of the economic impact of national ICT investtments with ETRI (Electronics and Telecommunications Research Institute).
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Ahn, CK., Kang, Cw., Park, JH. et al. An application of human performance technology: A case study at LG CNS. J Serv Sci 1, 211–225 (2009). https://doi.org/10.1007/s12927-009-0010-2
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DOI: https://doi.org/10.1007/s12927-009-0010-2