How can we use six sigma(as new tech) to improve the IT department in the RTS(our company) - Essay Example

How we can Use the Six Sigma Methodology to Improve the IT Department in the RTS • Objectives • To research how we can use Six Sigma (SS) as a new technology to improve the IT department in our Royal Telecom Service company, so that we can fulfill our original mission statement of offering A+ service to our “customers by utilising the latest innovative technologies to connect people with each other”. In particular, our new focus on:• providing a quality telecom network for everybody in Australia• becoming the best price-service ratio company• offering the latest available technologies to its customers as fast as possible• trying to become the biggest telecom provider in Australia• Introduction to Six Sigma •SS is a business management strategy; in a wider sense, a whole new philosophy or collective and strategic way of conducting a business based on:• quality control and management• ensuring customer satisfaction• achieving zero defects in what is offered – to ensure specifications for quality are met• manufacturing lean products and services – low in cost but high in quality due to utilisation of better processes• cultivation of strong and motivated leadership• commitment and dedication from all levels of the company• The benefits of Six Sigma •• It asserts a clear focused vision that permeates the entire business hierarchy• It aligns IT with the actual business needs rather than attempting to direct the business itself• It creates a customer centric system committed to customer satisfaction• It is a very rigorous process that guides us to make fewer and fewer mistakes in anything that could lead to customer dissatisfaction, whilst continually improving upon the product, service or process quality by minimising waste• It encourages us to be more productive by not only working harder but also smarter with the motive of producing products and services that prove to be better and longer lasting• Only SS can make sustainable breakthrough improvements possible that are clearly identifiable and measurable instead of a few simple one-off quality improvements (due to the enhanced creative thinking and improved processes)• It has the proven ability “for fixing problems in business processes in a sequential and disciplined fashion”1 with a better track record than Total Quality Management on its own (because it is a complete methodology) • Why RTS should adopt the Six Sigma Technology •The company should:• live up to its Royal status by providing a very high quality service• RTS is a service oriented company targeting both business people and general consumers• follow the same pattern as in the past of availing itself of new business opportunities and promptly adopting and successfully utilizing new technologiesAdopting the SS methodology would help the company:• overcome the shortage of labour with good technical knowledge in the telecom sector- because it motivates the existing personnel to become more dedicated and explore new ways through new ideas and concepts • to ensure that quality checks are carried out and schedules are maintained- because of the greater attention to the project overall, as well as on the processes involved and end results• maintain good quality service to its customers- because of the commitment to providing quality services it engenders, targeted at customer satisfaction and good customer relations• expand use of new technologies such as UMTS and HSPDA- because greater stability from SS would make it easier to adopt the new technologies• to differentiate itself from all other competitors in a very distinct and strong way- because SS would guarantee that stability and quality of service are made a high priority• to compete effectively against other leading telecom service providers- because it allows for easier comparison with benchmarks and competing products and services to demonstrate the real value of technology and show the relative position of the company, and pertinent information to reducing costs for instance, and thereby avenues for improvement and gaining competitive advantage• to make the necessary sustainable breakthrough improvements to thrust the company as the leading telecom provider in Australia- because of the new ways of thinking and new ideas that it encourages and the improved processes that result• Specific Benefits of Six Sigma for the IT Department •Applying the SS methodology to information technology operations, SS can help to measure and improve both internal and ‘line-of-business’ processes.

For example:• Internal processes – optimum number of servers; network speed and reliability• Line-of-Business processes – online ordering and project delivery system; minimisation of call response times“If you’re in IT, that means fewer servers, faster call response times and better project delivery… IT always gets caught up in insatiable demands and lost ROI. Six Sigma solves both those problems…[Note:] Every single IT professional experienced with Six Sigma emphasizes that it absolutely, positively requires top-down buy-in.

Six Sigma is an executive-directed transformation tool, and if senior management isn’t interested or willing to personally sponsor the strategy, it’s going to fail point blank”2