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Lean Six Sigma Special Interest Group Meeting  

1616 Anderson Road
Center Conference Room (3rd Floor)
McLean, Virginia  22102

Feb 23, 2012    6:00 pm - 8:00 pm

Lean Six Sigma (LSS) Special Interest Group (SIG) 


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

LSS SIG Monthly Meeting


Thursday, February 23, 2012



Using Six Sigma to Drive Tangible Service Desk Improvement and Savings



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



6:00-6:45pm Networking

6:45-7:45pm � Program

7:45-8:00pm � LSS SIG Announcements



Please register at https://asq509.org/ht/d/DoSurvey/i/38891.  Registration is complimentary and ASQ Membership is not required.  Light refreshments will be provided.  Questions can be directed to . 


Problem 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.