How to Improve Your IT Service Process Quality: 9 Steps

How to Improve Your IT Service Process Quality: 9 Steps

"If you improve quality then your productivity improves automatically". Yes ..focusing on quality leads better service.

Steps

1. Define the quality first

• What do you mean by quality and also does every employee has the same definition of Quality that you have ?

2. Identify whether you have any sub optimisation problems in your process

3. Identify the wastes in your process and try to eliminate it.

• Identifying waste is a very tricky thing. for this first you need to define what is a "waste" or "Muda" in your process.
• The rule of thumb for this is - Any thing which makes dissatisfaction to your front line production workers and to your customers is a "waste".

4. Apply poka yoke techniques or mistake proofing techniques and maintain it as a knowledge repository.

5. Do not rank the team members productivity and always remember the quote "we are ruined by our best efforts". of course its surprise to read the quote but if you dig deep you will understand the logic behind it and you can recover.

6. Understand the variation with in your subgroup and between your subgroups of your data.

7. Do constant check whether you are able to distinguish the exception variation and common cause variation in your process.

8. Do not get confused with process limits and specification limits.

9. Remember that process limits are "how your process is performing" in contrary...specification limits are "how your process should behave-voice of customer".