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Six Sigma and It Operations Excellence
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Posted by: Dean Archer
Posted on: Monday, 22nd January 2001, 12:00 AM.
First step is to establish framework for use of Six Sigma methods and tools in an IT environment. Two references that have caught my attention are: 1) Measuring and improving corporate information technology through the balanced scorecard (Grembergen, UFSIA) 2) Methods for management article (Information Week magazine).
First article offers an approach with four perspectives (business contribution, user orientation, operational excellence and future orientation of IT). Outlined are possible processes/metrics that your Six Sigma tool belt can be applied to...The second article categorizes the IT function into a set of core distributed systems management processes (23 based on my count). Use this as your IT-map baseline and decompose into your specfic processes. Prioritize, establish project definitions and then move forward with either DMADV or DMAIC methods from a process perspective.
Either method, I would recommend establishing a three-month window and re-assess at that point. Keep a watchful eye on automating the measurement/metric process to achieve long-term sustainment of process monitoring/control.
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