LSS Benefits

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.



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.



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.



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


Lean versus Six Sigma

Lean Six Sigma

Which of both improvement methods is the better one?

This article focuses on two of the major business improvemen

t methodologies, namely Lean and Six Sigma. It points out the differences and discusses which method would be best for using today.

The Difference between Lean and Six Sigma

A Lean project can be done when the main causes are known, but the solutions are complex. Lean projects can be completed within 45 days and focus mainly on the elimination of waste. Among the tools that can be used to complete the Lean project are, Poka Yoke and Pareto Analysis. Six Sigma projects on the other hand, are done when the main causes are unknown and the solutions are complex. These projects can range from 3-6 months, while the focus lies on variation reduction. The main structured methodology to carry out a Six Sigma project would be the D-M-A-I-C structure, which stands for Define, Measure, Analyze, Improve and Control. So to wrap up, in a situation where the cause is Unknown and the Solution is complex Six Sigma is supposed to be used, and in a situation where the causes are known but the solution is complex a lean methodology is used.

How did Lean and Six Sigma come to existence 

During the late 1980s and early 90s Lean and Six Sigma became of great importance. The world had started globalizing. Process automation in all sectors reached its peak and due to globalization, demand was high and supply was comparatively less. As globalization started to evolve, increa

sing economic transactions globally enhanced trade and there was no sign of recession.

So the factors that required the rise of Lean and Six Sigma are:

  • Automations led to an larger output, but also to more waste
  • Therefore, resource optimization was essential and afocus on waste was important
  • So, the focus shifted from ‘output based thinking’ to ‘input based thinking’
  • Also, there was a need for a quick response tot the market
  • But multiple suppliers led to management issues and operational delays
  • So, processes were people dependent and a strong focus on a process oriented approach was required

So what is most important method for today: Lean or Six Sigma?

As mentioned before, Lean normally shouldn’t take more than 45 days, while Six Sigma projects can last for about 3 or 4 months for a successful round up. Therefore, the need for something somewhat faster and more customer-oriented emerged.

This brings us to the new trend nowadays: Lean Six Sigma –

a combination of both Lean and Six Sigma. These projects are completed quickly and the focus lies on innovative thinking. Customer orientation is the only priority of this combination of methods. These kinds of projects can last from about 1 month up to 3 months. A data driven approach is used wherever data is available to the project team and customer value will be identified to the max.

Both Lean and Six Sigma are great methodologies, which make an even greater methodology when combined to serve customer needs.

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 some advice.

Phone: +31 6 54 69 40 47


How to Achieve Your Goals in 2013 with Lean Six Sigma


If you are a bit like me, you sometimes wonder about what you want to achieve in life. At least you think about the things that you have not been able to realize up until now, but which you are determined about to do so pretty soon.

Perhaps you would like to have a better job? Or lose some weight and learn healthy habits? Spend more time with your family and friends?

With Lean Six Sigma, reaching one or more of those goals will become possible. 2013 Will be your year!

Just try it out and see it yourself >>> Lean Six Sigma Free Trial >>>>

One of my Lean Six Sigma Black Belt students, JY, did so. He is the perfect example of how to increase your earning ability and to get a better job.

Success Story of JY

JY joined our online Black Belt program last year to increase his earning ability. His reason would be that, although he had lots of practical experience in quality management and production supervision, he felt the need for a formal education in today’s most effective managerial problem-solving method: Lean Six Sigma.

JY being a process engineer at a Far-East Printed Circuit Board manufacturer, could easily find 2 improvement projects to work on.

With the first Lean Six Sigma project, JY reduced two major sources of part contamination by 13.8% and 33.3% in 8 months. This waste reduction saved his company an annual amount of $ 240,202. Parallel with his contamination project, JY started his second project: reduction of production time, and therefore an increase in production capacity of the bottleneck process step. The result: 300% capacity increase from producing 294 pieces per hour to 1200 pieces per hour!

How? Just by using our simplified Lean Six Sigma method: observing the current process, brainstorming with the team on possible improvements, and testing those assumptions.

This is what JY told me: these Lean Six Sigma projects – although they were not completely finished yet at that time – helped him to make a huge step in his career. He got a new position offered by a major manufacturer as General Manager.

While finishing his Black Belt program, JY increased his salary by 100%! Quite an achievement, wouldn’t you say? I can only ask you to agree with me on that one.

But is it something exceptional or strange? The answer is absolutely not. You can achieve the same results as JY did, if you only know that Lean Six Sigma is the key to open the door for your road to success.

JY is worth now gold for every company he joins. Achieving $240K savings with his first project, and then increasing production capacity by 300% with the second, JY’s doubled salary is just a tiny little expense that is worth paying for by any company.

Actually, JY is an excellent investment for any company. Like Brian Tracy said: “Good employees are free because they contribute more in dollar value than you pay them in salary and bonuses.”

Increase your own earning power

Do you want to increase your career chances and earn a better living in 2013? Feel invited to take a free trial of one of our Lean Six Sigma Certification Programs. Just scroll down this page, and sign up. No risks, no payments involved.

The choice is yours.

Warm regards,


PS: How much is it worth to you to double your income in 8 months? JY dared to invest in his future. Will you?

Click here >>>>

Would You Proof-Read and Edit My New Book?

Yes, I’m back from a short holiday in Hungary and Slovakia and started writing my book!!

This piece of work will contain my thoughts, knowledge, experience on Lean Six Sigma and how you should apply it in your business to save you lots of money, simplify your processes and increase the satisfaction of both your customers and your employees.

I’m very excited about writing this book and I want to give you great value and tangible results through the explanations and examples in it so that you too can greatly benefit from it.

… but I have a problem… I’m writing in English but I’m NOT an native speaker. Therefore I need your help and actually I would pay for your efforts.

What do I need?

  1. Proof-reader of my book with English as native language
  2. Editor of my book that would advise on the structure, pictures, etc.

How do I chose?

  1. I include the first page of my book here.
  2. Read it, send me your improved, edited version
  3. Give me your suggestion about the title
  4. I will contact the 3 best of you to agree on the price

Deadline: Please send me your email with subject line “Your Book On Lean Six Sigma” not later then 18th of Augustus 2009, 14:00 hrs. GMT+1

So here is the first page:


Why Should You Care?

There are many companies around the globe making nice profits but there are only few who are able to do it for year after year without a structure, a planned set of actions.

Successful organizations like General Electric, Toyota, Motorola, Shell, etc. learnt to use a method that gave them not only financial strength but also more control about the bottom line result.

This method is called Lean Six Sigma, but it’s not about the name. Some companies have their own name, some uses no specific name for it, they just apply the method. Whatever you chose… it is about the consequent, structured application of the method in your own company that will save you money, save you time, simplifies processes and motivates your employees.

If your company doesn’t have a structured way of improving profit month-by-month, year-by-year, then it is your great chance to learn the same method those big companies are using for years and enjoying its benefits.

What I would like you to do now is to read trough this book and start applying this method for your organization as described here.

Why Should You Apply The Method of This Book?

#1 Because your profitability will not solely depend on your customers.

Of course, you MUST provide your customers and clients with the best and highest possible results and tangible benefits. Therefore, you want to get more and more sales. No question about this. But you know this is not the easiest and quickest way to improve your profit because it depends on many external factors you cannot influence.

In this book I will explain you the clear steps and techniques that YOU can apply to reduce your costs and get more control about your bottom line results.

#2 When you think about cost reduction, you think about dismissing employees and squeezing out your suppliers. Not much fun but it has to happen…

My method in this book will show you how you can make significant reductions in your expenses while achieving it TOGETHER with your employees, colleagues in a way that they will enjoy it. So it can be fun!

#3 Making profit is not only a wish but your duty towards your stake holders: your customers (they deserve it to receive your outstanding product and service over many, many years), your employees (they can pay the bills, send children to school, go on holiday), your suppliers (so they can serve you with outstanding products and services), your investors (for a descent return) and the community (your government included).

So you need means, tools and methods that YOU and YOUR ORGANIZATION can apply on a daily base, as a “way of life”.

That’s it for now. Looking forward your reactions!

Warm regards,


M.Sc. Peter Herku MBA

How To Increase Efficiency with Lean Six Sigma?

Increased efficiency is the subject that most managers and business owners are interested in. Especially nowadays, when resources are getting less and you have to do more with less.

If you talk about increasing your company’s efficiency, you want …

  1. To do MORE with the same number of people OR
  2. You want to deliver the same output but with LESS people

but before I go in more detail, let me tell you this:

Last week I was in Austria where I’ve “trained the trainers”. We had one week session with Lean Six Sigma Black Belts from Europe and US from a multinational machine constructing company. My aim was to transfer my view on how to apply Lean Six Sigma effectively and efficiently.

During our brainstorming discussion we could all share the same bad experience where a company wanted to become efficient before becoming effective. We came up with a long list of mistakes that can be made during improvement-program implementation.

It was all linked to one thing: if you want to be a better company using Lean Six Sigma, first you have to decide where you need to focus your improvement efforts. Otherwise you will achieve short term improvements that will maybe forgotten within 6-12 month. Don’t waste your time!

So in case you missed my previous article, please read first about being effective = Do The Right Things.

Now we will discuss how Lean Six Sigma will help you to become an efficient organization = Do Things Right.

After you’ve identified your main challenges – performing behind your main objectives – you have to identified now improvement projects that will help you getting closer to your objectives.

Improvement projects can be of different kind. My main categories are very simple: Lean, Six Sigma and Just-do-it.

Just-do-it projects are to just do it: you know the problem, you’re sure about how to fix it. So just fix it asap.


  • Purchasing projects where you want to reduce your purchasing expenses
  • Outsourcing certain activities
  • Maintenance issues

If your biggest challenge is time or speed, you will identify LEAN projects.


  • Increase output of machine / department
  • Reduce waiting time at machine / process step
  • Eliminate process steps that adds no value e.g. moving, transporting, passing around docs, etc.
  • Reduce complexity in handling certain activities

When you want to improve the quality of your product, service by reducing variation in the output, then we are talking about SIX SIGMA projects.


  • Reducing defects and mistakes
  • Reducing variation in certain quality characteristics / dimensions
  • Increasing the predictability of process output
  • Removing special causes (unusual events) in a process

To summarize: be first effective and then be efficient. First decide where do you want to focus on and then improve those area’s applying by doing Lean, Six Sigma projects or Just-do-it ones.