How to improve the results of an ICT Servicedesk with Lean Six Sigma

What if the customers of your ICT Servicedesk are satisfied, but your employees’ ambitions need to increase? Every ICT Servicedesk’s service should be to make sure its customers can be served with more efficient and services of higher quality. To concretize this mission, and to run the project, one could use the method Lean Six Sigma.

This article describes what one could to do improve the efficiency and quality of an ICT Servicedesk, structurally and with a long-term result, with the help of Lean Six Sigma.

The combination of efficiency and quality makes Lean Six Sigma the perfect method for running this project. Lean Six Sigma is actually aimed at optimizing the added value for customers, by reducing waste. By doing so, the quality of the service will increase and costs will go down.

Operator concentrating on client

A Lean Six Sigma Project

A Lean Six Sigma project consists of five phases (DMAIC), which stand for:

  • Define phase: Define the goal
  • Measure phase: Determine the current achievements.
  • Analyze phase: Identify the main causes of the problem
  • Improve phase: Select and Implement the solutions
  • Control phase: Verify and Control the results.

 

Define & Measure

These phases are aimed at determining the goal of the improvement and the current process achievements. In this case, improving customer satisfaction and efficiency will be the goals for the project. However, what’s maybe the most important in running a Lean Six Sigma project is that the employees themselves need to see the need for improvement.

 

Analyze

This phase in the Lean Six Sigma project has the aim of identifying the main causes that could be a bottleneck for increasing customer satisfaction and efficiency. This will all be done on the basis of process- and data information. Process information will be gathered from the chain. In this case, the chain exists of employees of the ICT Servicedesk, chain partners and suppliers. By means of an interactive workshop the main causes will be identified via an Ishikawa diagram.

 

Improve

The aim of this phase would be to select and implement solutions for the problem. Together with the employees of the ICT Servicedesk, a brainstorm to find solutions for the main causes has taken place.

Accordingly, solutions have to be prioritized to select the most effective ones. After selection, the ICT Management should be requested for the ‘GO’ for implementing the solutions.

 

Control

After identification that the solutions are effectivie, ofcourse an ICT department would want to maintain this improved level of customer satisfaction, if not even more increase. To secure the improved level, a coachproces and documentation proces could be developed to let employees extend their improvements and even enlarge them.

 

Are you interested in the methodology? Have a look at my programs!

You can also contact me for some more information on the topic or for informal advice.

Phone: +31 6 55 301094

Email: peter@herku.org

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