Measuring and Improving Service Delivery through Six Sigma

1. Six Sigma and ITIL 2: Delivering improved service. (Report)
2. Measuring and Improving Service Delivery through six sigma (Presentation)

GSK has driven a robust programme of Six Sigma to measure and drive service improvement. The benefits to GSK have been considerable and they are willing to share their experience with the Forum:

• Their approach to Measuring Service Delivery - Six Sigma
• What Metrics they use, how they sustain them and how they maintain clear visibility
• How they integrated Six Sigma analysis with their ITIL programme
• What methodology they have used to drive continuous improvement
• How Six Sigma has been incorporated into business process improvement programmes
• Benefits realised

This is a rare opportunity to gain real knowledge and insight into this highly effective process.

You will:

• Gain deeper understanding of current performance levels
• Focus on key areas for improvement
• Learn how Six Sigma can improve service delivery models by comparison

This WebEx will also look at how a service standard such as ITIL can be incorporated.

1015 BST - Logon to the WebEx virtual meeting room

1025 BST - Introduction by tif. Facilitator Ollie Ross

1030 BST - Presentation by the VP Corporate Finance IT & Mark Laws, Services & Solutions Director, of the subscribing organisation

1130 BST - Facilitated Q&A

1215 BST - Finish