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Local Interest Groups: New York - Buffalo/Rochester
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Welcome to itSMF USA's Buffalo/Rochester Area Local Interest Group!

Meet our Leadership Team:

President: Michael Caruso (mdcaruso@hotmail.com)

Vice President: 

Membership Chair: 

Secretary/Treasurer:

Social Media and Communications:  



 
February 13, 2014
 
"Using Six Sigma analysis to drive improvement"
A Real Life Case Study
Abstract
 

On February 13th, our speaker, Kirk Holmes, will discuss how to use Six Sigma principles to drive substantial improvements in Service Desk performance.  

This presentation presents techniques and methods using a real life implementation (case study) for a service desk organization.  How do you reduce IT costs, improve quality, and fulfill the service provider mission?  This challenge is faced by organizations serving both internal and external customers. Many Service Desks have been working hard on adopting ITIL and other frameworks, focusing on handling of user’s incidents/requests, and becoming the single point of contact. 

This presentation will walk through a real life implementation that used Lean Six Sigma, and ITIL, using a Quality Management approach to improve a Service Desk serving enterprise users. Kirk will discuss the analysis used and how the Lean Six Sigma methodology is applied to effect real change.  ITIL is not a panacea – metrics-driven performance improvement is what customers demand and deserve.

 He will also discuss the results of the implementation, and how the Service Desk reduced resolution time for escalated Incidents by 66% while reducing per call costs and increasing customer satisfaction.

Kirk explains how to apply the methods, techniques, and analysis principles used in this case study in any operational environment across the IT Landscape. Your take away will be the knowledge you need to make improvements regardless of your role in the organization. 

Please plan on joining us, and our speaker, Mr. Kirk Holmes, at the Rochester Institute of Technology (RIT) for what promises to be an intriguing presentation! Kirk has spoken for our LIG in the past, and the positive feedback we received is the reason we are bringing him back! You won't want to miss this presentation!
 

 Looking for past meeting presentations? Be sure to check the "Group Pages" link above!

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Group Feed
Jay Crocker joined the group Local Interest Groups: New York - Buffalo/Rochester.
Posted Monday, November 24, 2014
Bruce Cavallaro registered for the event Western NY LIG | Using Six Sigma analysis to drive improvement - A Case Study.
Posted Tuesday, February 11, 2014
Matthew Lennarz registered for the event Western NY LIG | Using Six Sigma analysis to drive improvement - A Case Study.
Posted Monday, February 10, 2014
Paul Kurrasch registered for the event Western NY LIG | Using Six Sigma analysis to drive improvement - A Case Study.
Posted Friday, February 7, 2014
Scott Broberg registered for the event Western NY LIG | Using Six Sigma analysis to drive improvement - A Case Study.
Posted Friday, February 7, 2014
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September 13th LIG Meeting
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