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Six Sigma for Services

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  • #26584

    Joanne Kopcho
    Participant

    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.

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    #64618

    idiotinmath
    Participant

    Lean-SS for Service by Michael George

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    #64619

    Keith J
    Participant

    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.

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    #64620

    Adam
    Participant

    Six 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.

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    #64621

    Heebeegeebee BB
    Participant

    1 point for Adam, 0 points for KeithJ.

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    #64625

    Steven Bonacorsi
    Member

    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, MBB

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    #64627

    McD
    Participant

    > Reducing defects is appropriate even for a service industry.
    I would say especially for a service industry
    –McD
     

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