IEEE-CS/ASQ 509 LSS SIG 02/29/2012

  Lean Six Sigma (LSS)

Special Interest Group (SIG)

Sponsored   by: ASQ Section 509 (MD & DC) and Section 511 (N.VA)

 LSS SIG Monthly Meeting


Wednesday, February 29, 2012


Using Six Sigma to Drive Tangible Service Desk   Improvement and Savings


Mr. Kirk Holmes, President, Holmes and   Associates, Inc. 


TEQCORNER1616 Anderson RoadMcLean,Virginia 22102Center Conference Room (3rd   Floor)

(See map for directions to   TEQCORNER,


6:00-6:45pm–   Networking6:45-7:45pm– Program7:45-8:00pm –LSS   SIG Announcements


Please register at  Registration   is complimentary and ASQ Membership is not required.  Light refreshments will be provided.  Questions can be directed to


Using Six Sigma to Drive Tangible Service Desk   Improvement and SavingsProblem Statement– How do you   reduce Service Desk costs, improve quality, and fulfill the Service Desk   mission?Motivation– For years,   Service Desks have been focusing on handling of user’s incidents/requests and   becoming the Single Point of Contact.    But Service Desks can also become expensive to operate and difficult   to manage because of investments in infrastructure and staff management   challenges.Approach – This   presentation will walk through a case study that used Lean Six Sigma, ITIL,   and Quality Management to improve a 100 person Service Desk.  Presentation will include descriptions of   the methodologies used, examples of analysis, and explanations of how to   apply techniques that can be applied to any operation.

Results – Resolution time   for escalated Incident tickets was reduced by 66% while reducing per call   costs and increasing customer satisfaction.

Conclusion – This project   demonstrated the power, and importance, of quantitative analysis and   statistical tools to identify opportunities for improvement and confirm   tangible business improvements.





Mr. Kirk Holmes, President, Holmes and  Associates, Inc.