Continuous Service Improvement Using DMAIC Methodology
This paper describes how application of Six Sigma methodology in the area of Continuous Service Improvements can help service provider organization to improve quality of its services and achieve planed goals and objectives. It is shown how DMAIC methodology can be used in the ITIL framework as its complementary discipline. The five steps of DMAIC are applied in the context of Continuous Service Improvement cycle and for each of stages different techniques are used to identify problem, gather right data, convert to useful information, and propose implementation. The rights Key Performance Indicators are identify, and continuously monitored. Clustering of measured data is performed to simplify data analysis and identify possible areas of improvement. The most effective project for improvement was identified and implemented. Key-Words: Service Management, Continuous Service Improvement, Change Management, Affinity Diagrams, Pareto Diagram