Abstract—In the IT Service Management (ITSM) business nowadays, companies are struggling with ways to handle and align IT services with business needs and underpin the business core process. Since these IT companies are relying on customers to generate their profits, there has been increasing need to take care of customer complaints and issues effectively. Proper processes and procedures need to be implemented according to certain compliance standards so that customer needs will still be their top most priority while at the same time help to facilitate business change, transformation and growth to be aligned with company vision. Looking at trends of customer issues volume, there is increasing needs to address these numerous daily activities to ensure effective customer support being practiced by the organization. This paper discusses on the improvement carried out to reduce the number of IT infrastructure support issues using Six Sigma DMAIC approach in MIMOS. The tools and techniques taken as well as key steps that led to sustainable improvement are explained according to five phases of Six Sigma DMAIC in the later sections. With this study, it is hoped that this paper would be a useful guide to companies that are facing with the same issues and intend to improve total customer related support in their organization.

Index Terms—Six Sigma DMAIC, ITIL, ITSM, Cost To Quality (CTQ), Mistake Proofing.

Noor Nashriq Ramly and Lee Kah Yaw are with MIMOS Berhad (nashriq.ramly@mimos.my).

Cite: Noor Nashriq Ramly, Member, IEDRC, IASCIT, and Lee Kah Yaw, "Six Sigma DMAIC: Process Improvements towards Better IT Customer Support," International Journal of e-Education, e-Business, e-Management and e-Learning vol. 2, no. 5, pp. 359-364, 2012.