Six Sigma for Services

This topic has 6 replies, 7 voices, and was last updated 14 years, 11 months ago by McD.

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January 25, 2007 at 4:19 pm #26584

Joanne Kopcho
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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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January 25, 2007 at 6:05 pm #64618

idiotinmath
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Lean-SS for Service by Michael George

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January 25, 2007 at 7:55 pm #64619

Keith J
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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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January 25, 2007 at 8:30 pm #64620

Adam
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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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January 30, 2007 at 8:35 pm #64621

Heebeegeebee BB
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1 point for Adam, 0 points for KeithJ.

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February 2, 2007 at 3:58 pm #64625

Steven Bonacorsi
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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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February 2, 2007 at 6:44 pm #64627

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

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