Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing IT service quality. This research, which was targeted primarily at enterprises, showed that 65 percent of those surveyed acknowledge the relevance of Six Sigma for IT-based service management. While many IT organizations have yet to adopt Six Sigma for service management, 80 percent stated that they have plans to do so. This research suggests there is a growing interest in Six Sigma.
documentation for call center project
problem. In this phase, documentation of the process occurs, identifying requirements definition tailored to customer needs, product features and process variables. Most importantly, the failure modes and effects are determined along with theoretical determinants of process performance. Analyze - analysis of actual results begins during this part of the process. Real data is collected and analyzed against the expected outcomes. Improve - process optimization is handled in the improvement phase, using a