Delivering and supporting IT services is not enough to make IT a driver of business value.

As IT increasingly plays an integral part in the business, it must consider new approaches to improve service quality and process efficiency to become more aligned and integrated with business objectives.

6 Sigma is a philosophy that focuses on eliminating mistakes from all business processes and therefore increases customer satisfaction. It is also a methodology whereby all decisions are based on facts and data rather than intuition in order to measure and improve operating performance. Six Sigma has roots in manufacturing, but it is now adopted in many industries such as finance and banking, healthcare and government—as well as IT management—with considerable success.

At the core of Six Sigma is its quality improvement model, called DMAIC, for Define, Measure, Analyze, Improve and Control. Each of the DMAIC phases has clear objectives, tasks and proven techniques. Six Sigma is a business-driven quality method with strong emphasis on customer requirements that helps IT service providers (internal or external) become more business-aligned.

6 Sigma gives common processes that we use to solve our business and transactional challenges. It helps companies understand what they need to do to improve. 6 Sigma has been an important part of establishing a new level of excellence in project management.