Help and service desks are important to serve customers with technical, billing, and other issues. Lean and Six Sigma can aid both associates and customers in that service process. We’ll look at three applications and finish with a video of a day in the life of a service desk analyst.


Implementing  Six Sigma to Improve IT Help Desk Service: Taiwan


A case study presentation titled “Improving the efficiency of IT help-desk service by Six Sigma management Methodology (DMAIC) – a case study of C company” discusses how a major company in Taiwan implemented Six Sigma to improve quality in IT help desk service.


The case study includes:

  • Problem Definition
  • Cause and Effect Matrix
  • Repaired Request Record
  • Help Desk SIPOC
  • Ideal Flow Chart
  • Process Capability Analyses
  • Summary of Analysis Phase
  • Solution Conception Cause and Effect Diagram
  • Implementation Phase – Help Desk Flowchart
  • Summaries of Implementation and Control Phases

You can view the case study presentation here.


Green Belt Project to Improve Help Desk Call Response


Author Abraham Lewis presents his Green Belt project report titled “Project to Improve Help Desk Call Response.”

The project presentation includes:

  • Project Charter
  • Swim Lane Process Diagram
  • Cause and Effect Diagram
  • Cause and Effect Matrix
  • Questions for Customers
  • Customer List
  • Voice of Customer Interview Highlights
  • Elapsed Hours vs Begin Time
  • Improve Recommendations
  • Results

You can view the presentation here.


Using Oobeya and Lean to Improve IT Service Desk


In a presentation from Institute Lean France titled “Service Desk – VOC, the heart of Lean in IT: Using Oobeya to lead change” author Daniel Breston discusses the use of Lean to improve IT service desk.


NOTE: “Oobeya is a Japanese word that means “large room”, and refers to a room where the walls are covered with visual representations of a project (such as schedules, diagrams, drawings and metrics)”

The presentation includes:

  • Opportunities
    • New Joiners Able to Work Day 1
    • Escalated Incidents and Requests with Correct Data
    • Provision Development/Test Environments Reduced Time
  • Similarities Between ITIL (Information Technology Infrastructure Library) and Lean
  • Results of First PDCA Cycles
  • Oebaya Room
  • Results

Copy and paste the following link into your browser to access the presentation.


A Day in the Life of a Service Desk Analyst


Watch the video from  here.



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