Six Sigma for Services
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- This topic has 6 replies, 7 voices, and was last updated 15 years, 6 months ago by
McD.
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January 25, 2007 at 4:19 pm #26584
Joanne KopchoParticipant@Joanne-KopchoInclude @Joanne-Kopcho in your post and this person will
be notified via email.I am looking for any papers or experience in outlining a successes with six sigma in a Services (e.g., help desk, incident management, service requests, support) environment. We are looking to optimize our current CMMI/ITIL processes across our business processes and IT service management processes to further reduce costs and performance issues. Thanks.
0January 25, 2007 at 6:05 pm #64618
idiotinmathParticipant@idiotinmathInclude @idiotinmath in your post and this person will
be notified via email.Lean-SS for Service by Michael George
0January 25, 2007 at 7:55 pm #64619
Keith JParticipant@Keith-JInclude @Keith-J in your post and this person will
be notified via email.Human’s at best have an error rate of 0.5% for individual procedures. SS aims for .000034%. The two are totally incompatible.
TQM, Continuous Improvement or Quality Circles are much more appropriate.0January 25, 2007 at 8:30 pm #64620Six Sigma as a metric is 3.4DPMO
Six Sigma as a methodology aims at reducing defects. Reducing defects is appropriate even for a service industry.0January 30, 2007 at 8:35 pm #64621
Heebeegeebee BBParticipant@Heebeegeebee-BBInclude @Heebeegeebee-BB in your post and this person will
be notified via email.1 point for Adam, 0 points for KeithJ.
0February 2, 2007 at 3:58 pm #64625
Steven BonacorsiMember@Steven-BonacorsiInclude @Steven-Bonacorsi in your post and this person will
be notified via email.Concur to see the Lean Six Sigma for Service book by Mike George.
Xerox did a nice job of merging LSS/CMMI/ITIL into their IT Dept.
While Humans are at best able to deliver statistically only 95% solution – the process itself can be improved to 6-sigma when human error has been controled or mistake-proofed. 6-sigma is a process improvement methodology regardless if your in a MFG or Services or transactional environment.
Hope this helps,
Steven Bonacorsi, MBB0February 2, 2007 at 6:44 pm #64627> Reducing defects is appropriate even for a service industry.
I would say especially for a service industry
–McD
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