Purpose of this paper is to present a case study of process improvement for software application maintenance service. Lean Six Sigma has been successfully exported from traditional manufacturing in various services areas like banking, finance, human resources, healthcare and Information Technology. Maintenance is a service offered to customers after implementing a software application, further modifications being required due to: identification of issues in software, new requests coming from users, new fuctionalities wanted, changes in legislation, changes in overall environment. The objective of the improvement project was to increase maintenance team productivity with 10%. Pain areas and problems identified in early stages of the project are representatives for this type of service, therefore solutions implemented to overcome them could be replicated in similar type of processes.
