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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If to ac

eve thes

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a ,it means the dpmo should reduced to 3

4

DPM

defects per

million opportunities

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

C5.


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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

evelc

pmed

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

six

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

itil与 sixsigma的应用

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