itil与 sixsigma的应用
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Copyright Chelsea Wang, All rights reserved
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ITIL SixSigma
ITIL six sigma
CISA guide,.
Service is the means to deliver value to the customer. The service facilitates the outcomes
customers want to achieve.
six sigma
6sigma
3.4
a defect is a customer experience with the process, service or product that is outside of the
customer expectations or requirements.
Core
Note: CTO critical to quality
VOC two levels:
How the process or services and defects addressed by six sigma, are those that impact afirms customers.(customer-facing issues)
Thoses issues that could impact the business strategy, objectives and goals.Core : customer-based issues will eventually impact business goals or objectives.
Six Sigma seeks to improve the quality of process outputs by identifying and removing
the causes of defects (errors) and minimizing variabilityin manufacturing and business
processes.it forcus on the quality management.
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defects per
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method
Six Sigma projects follow two project methodologies inspired byDeming's
Plan-Do-Check-Act Cycle. These methodologies, composed of five phaseseach, bear the
acronymsDMAIC and DMADV.[12]
DMAIC is used for projects aimed at improving an existing business process.[12]DMAICis pronounced as "duh-may-ic
".
DMADV is used for projects aimed at creating new product or process designs.[12]DMADV is pronounced as "duh-mad-vee".
DMAIC
DMAIC IS thought of as a reactive practice. In other words, it uses or reacts to the
performance data ofexisting processes or services to target areas ofconcern and correct
them.
DMAICDefineMeasureAnaly!eImprove
Control.
6 DM A I
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: CTQ CRITICA R TO QUA R ITY
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NOTEsix sigma Quality management tools and
methods used in Six Sigmahttp://en.wikipedia.org/wiki/Six_Sigma
DMADV
Dmadv is more proactive in nature.DMADVsupports thed
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tof a new andwell-designed process that should perform far better from the outset as a result of the
analytically based design process.
It is knows as the practice of design ofsix sigma(DSSe .DSS operates under the principle that
a process, product or servicecan be designed with quality in mind.it contains the following
phases:
Define Measure Analy f e Design
Develop and optimize theservice process to meet thecustomer requirements
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VerifyTest/pilot the process and transition to cutomer and test that the implemented process
meets the target performance or customer specifications
Siw
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ma ITIL
ITIL and six sigma should focus on thecustomer and not necessarily IT.So it is important to
understand thecustomer needs and listen to theVOC.
Managing organizational change is the number one issue that must beaddressed.
ITIL is the industry best practice for ITSM.(IT SERVICE MANAGEMENT).While ITIL helps
establish consistent processes, Six Sigma improves process quality byeliminating defects.
The two approaches are a powerful combination for continual IT service improvement.
Six Sigma provides IT with a way to baselineservice quality level, prioritize and focus on
whats important to the business/customers, quantify improvement for return on
investments, and control improvement.
yTIL v3 Six Sigma Combined benefits
Establishes consistent Improves process/service Improved IT process
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processes
y Focus on IT/businessintegration
Service strategy
Service design
Service transitionService operation
Continual service
improvement
quality
y Focus on CTQ(critical to quality
y Reducevariation/defects/costs
DefineMeasure
Analyze
Improve
Control
efficiency, service
quality while minimizing
costs.
Guidelines (what?)
y five booksy 24processes
supporting the life
cycle
Techniques (how?)
y VoC (voice of thecustomer)
y Pareto chartsy Failure modes and
effects analysis
y Control chartsy Processsigma value
Improved
communication with the
businesscounterparts
and metricsselection.
y Baselineservicequality
y Prioritize andfocus on CTQ
y Quantifyimprovement
for ROI
y Sustainimprovement
Comes from IT Comes from the business Better
integration/alignment
between IT and the
business.ITIL needs other industry
accepted practices (Six
Sigma, Cobit, TQM, ISO).
Six Sigma is moreefficient
with available data to
analyze.
Improvement projects
are moreeffective due
to the largevolume of
data in the world of IT.
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impact customer quality issues.
ITCOBIT
CSF: CRITICAL SUCCESSFACTORS
KPIKeyPerformance Indicator
KGI: KeyGoal Indicator
Relationship among KGI, CSF, and KPI
KPI and CSF are the relative terms to KGI, and understanding the relation among them helps
understand KGI more deeply.
y KGI:An indicator to measure the degree of goal accomplishment. KGI definesspecific goals and the metrics for them.
y CSF:A factor that significantly affects the accomplishment ofKGI. CSFclarifies itemsfor which weshould intensively allocate resources.
y KPI:An indicator used to see whether CSF is in desired condition or not. KPI defines aquantitative index.
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Clarifying these threeenables us to determineconcrete actions necessary to accomplish
goals as well as monitor them.Although both of KGI and KPI areeffective tools to grasp the
status of administration, the latter is an indicator to grasp thestatus on the way while the
former is an indicator to decide whether the ultimate goal is achieved or not.
As an example, KGI, CSF, and KPI are here defined in a hypothetical case of a railroad
company.
KGI CSF KPI
10 increase in
sales
Netsales per
customer
thecustomers of accessories of more than
10 >30%
10 reduction in
cost
inventorycontrol
cost
up to a week's investory
suit point
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Continual service improvement model
Processvalue, quality, performance and compliance
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Service management with si
sigma
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