We are living in the information age where information technology like, smart phones and internet have become an integral part of the growth, success and efficiency of any community. Recent years have witnessed an explosive growth in this industry all over the world. This creates lots of challenges for the operators to provide excellent services on the operational side to keep the customers happy and maintain the operational costs low.
Six-Sigma is a structured, data driven approach that can be applied to any aspect of an IT operation. It is used to improve customer satisfaction, eliminate waste and sources of errors. The premise is that where work is being done in the absence of processes, there will be higher cycle times, increased error rates and most importantly – loss of valuable resources. The goal is to produce systems and processes that are as close to perfection as possible. Utilizing Six-Sigma tools one can identify and quantify problems and then translate those problems into a mathematical equation with a solution. Most organizations with average quality level of Three Sigma (99.73% accuracy) are losing about 25% or more of their revenues due to costs of poor quality. As the conformance level increases, the revenues that would have gone into waste become available for other uses in the organization. A comparison between Three Sigma and Six Sigma Performance is presented in the following table.
Table 1: Comparison of Performance at Three Sigma with Six Sigma
|At Three Sigma (99.73% accuracy)||At Six Sigma (99.999998% accuracy)|
|Virtually no modern computer would function.||2 computers in a billion would be defective|
|54,000 checks would be lost each night by a single large bank.||4 checks would be lost in 3 months by a large bank.|
|4,050 invoices would be sent out incorrectly each month by a modest-sized company.||2 invoices would be sent out incorrectly in 50 years by similar company|
|540,000 erroneous call details would be recorded each day from a regional telecommunications company.||4 erroneous call details would be recorded in 10 days from a similar company.|
|270,000,000 (270 million) erroneous credit card transactions would be recorded each year.||200 such transaction would be recorded every year|
|467 telephone disconnections [7,000 talk minutes]||0.02 telephone disconnections [7,000 talk minutes]|