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Six Sigma and ITIL

Six Sigma and ITIL

In an effort to retain control of the entire IT environment and ensure on-going interoperability, several IT-specific, standards-based process improvement methodologies have been developed. Organizations that use IT-centric process improvement methodologies understand the value defined methodologies bring to the situation. IT-specific process improvement methodologies are complementary to project management methodologies. Organizations that use both methodologies (IT and project management) have grasped the value good process definitions bring to the company including faster, better execution, enhanced results, and improved company performance.

Six Sigma Process Improvements

Six Sigma Process Improvements was developed in the 1980s. Motorola is generally credited with its development. The process describes how the management of product and service delivery should be implemented based on statistical analysis of data inputs against defined company objectives. The end goal is to achieve a statistical state of six sigma, or 99.9997% efficiency. This works out to a maximum defect rate of 3.4 units per million outputs.

The Six Sigma project management methodology emphasizes continuous process improvement as illustrated in the figure below. While it was originally developed for the manufacturing industry, today organizations use the methodology across many parts of the company such as finance and human resources. The model takes a strict project management approach that includes:

Define Establish the process and its inputs and outputs, set up the team and plan the project

Measure Gather baseline data to establish the current state and identify potential causes of variation, waste, and defects

Analyze Closely examine the relationships between the inputs and the outputs to identify potential causes of deviations from acceptable outputs

Improve Identify potential solutions to correct the deviation, design the new process incorporating the improvements

  • Control Establish the controls and monitors that will sustain the improvements over time

  • Transfer Apply the learning gained on this project to other areas in the business, potentially multiplying the benefits across the company



  

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