Improvement of the process quality in the service provider organization

Abstract

This paper presents one of the approaches to improve quality of communication technology service using different techniques available today in the contest of Six Sigma and five steps of its cycle. In the scenario given in this paper telecommunication operator in its wide service portfolio is gathering a lot of information that is available through the reporting, but facing issue of defining areas of the improvement and selecting right projects and priorities for implementation. Operators today applied most of ITIL processes, but it is necessary to perform Continual Service Improvement in order to create and maintain value for customers through better service delivery. Application of Six Sigma as the complementary discipline to ITIL becomes well chosen tool to define problem, measure and analyze data, improve the process and control it after implementation. In the given example, data from many support activities are collected through longer period of time and analyzed using different statistics tool. The root cause has been identified and concrete project is recommended and implemented for improvement.