Using Six Sigma to Improve IT Help Desk Customer Service

Within most organizations, the Information Technology (IT) department typically provides the infrastructure, implementation, and administration of hardware, software, networking, and database management. Unfortunately, employees using these systems sometimes encounter problems that hinder the daily productivity of the organization. When such problems occur, it interrupts the flow of work, thereby causing a loss of revenue. It is the responsibility of the IT Help Desk to analyze and fix such problems. Delays, improper response, and difficulties with follow-up are just some of the causes of inefficiencies in this service process that leads to decreased productivity, customer dissatisfaction, etc.