Improving IT Service Quality: Strategies from the DMAIC Improve Phase

What is DMAIC?

DMAIC process is a systematic approach to problem-solving, a cornerstone of the Six Sigma technique intended to improve processes and reduce organizational faults. DMAIC, which consists of five separate phases: define, measure, analyze, improve, and control, leads practitioners through a systematic process of identifying problems, gathering data, finding underlying causes, putting changes into place, and building controls to maintain progress. 

DMAIC equips firms to reach greater effectiveness, quality, and customer satisfaction standards by promoting a culture of data-driven decision-making and continuous improvement. The abbreviation DMAIC stands for Define, Measure, Analyse, Improve, and Control. The method comprises five stages:

In other words, DMAIC is a data-driven process improvement cycle that strives to enhance, maximize, and stabilize business processes and designs. The DMAIC improvement cycle is what drives a Six Sigma DMAIC project.

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The Five Phases of DMAIC

To create the foundation for  DMAIC implementation, set goals, monitor progress, and evaluate outcomes, the DMAIC method comprises five essential steps. ARROWHEAD Consulting’s take on these 5 phases: 


During this step, choosing impactful and suitable opportunities is required. Along with identifying how the problem impacts each stakeholder, this phase involves mapping the process, focus, scope, and final objective. The issue statement must be carefully crafted to kick off a DMAIC cycle.

Other crucial actions during this point are:

-Determine the areas with the most potential for improvement.

-Describe the project’s scope.

-A value stream map (VSM) should be built to record each procedure phase.

-Identify all of the people involved

-Project effect and completion estimates 

-Identify other relevant processes


Baselines are drawn up during the Measure phase to evaluate a particular process’s effectiveness. It’s hard to measure improvements without reliable standards to compare them against. Thus, at this point, the following describes what ARROWHEAD Consulting does:

-Creates the data-gathering techniques that will be utilized to evaluate success. 

-Recognizes signs for input, processes, and output

-Data about the present status should be gathered and examined.

-The failure mechanisms and effects investigation in detail 

-Process capability implementation. 


In this stage, it is important to pinpoint and test the root causes of issues to ensure they are addressed at their source.

What ARROWHEAD Consulting does in this step- 

-Carrying out a thorough root cause analysis (RCA), which includes a variety of approaches and procedures, such as cause factor analysis, change analysis, and events. 

-The Failure Mode Evaluation Analysis (FMEA) detects potential issue areas, inefficiencies, faults, defects, and limitations. 

-Putting process control in place

-Planning an improvement strategy


It’s time to start making modifications now that the analysis is complete and the facts are in front of you. 

 Improve phase in DMAIC includes the following activities:

-Developing and providing potential solutions.

-Creating a design of experiments (DOE) to ascertain the anticipated advantages of a proposed solution.

-Updating process maps and plans in light of the information gathered during the previous phase.

-Describing a test strategy and solution.

-Utilising Kaizen activities to enhance the procedure

At this point, using improvement management software is beneficial. As a result, the process moves more smoothly, cross-functional collaboration is achieved, and it is simpler for management and executives to monitor the development of a specific DMAIC project.


It’s time to put the process under control to ensure that it will function effectively over the long term once modifications have been implemented and difficulties have been properly addressed to improve your operations.

Here is where ARROWHEAD Consulting works: 

-Deciding on and recording the new work standard.

-Creating a quality control strategy to assure that everyone in the team uses the same procedures and measurements. 

-Verifying the intended cause is responsible for a reduction in failures.

-Utilizing statistical process control (SPC) to monitor how processes are carried out, spot any problems as they occur, and decide whether or not additional enhancement is required to reach process goals.

-Improving processes quickly by applying the Lean “Five S’s.

How the IT service sector implements DMAIC to enhance

Service quality and performance?

While DMAIC is often associated with manufacturing and production processes, its principles can also be applied to the IT sector to enhance various aspects of organizational operations. Here’s how the IT sector processes improvement for the organization: 

-IT organizations can start by identifying specific problems or challenges they want to address. This could be related to software defects, system downtime, slow response times, operational inefficient processes, delivery metrics such as revenue per employee, SLA, on time delivery metrics and so on. Mind you the DMAIC approach in IT need not be limited only to operational and delivery based functions. DMAIC approach can be used to also look at chronic issues such as high attrition rates for an IT company. 

-Define the scope of the project and set clear objectives for improvement. Determine what metrics or outcomes you want to achieve.

-Collect relevant data and metrics related to the identified problem.

-Establish a baseline of the current performance level. This helps in quantifying the extent of the problem and measuring the impact of improvements.

-Identify the root causes of the problem by analyzing the collected data. This could involve techniques like fishbone diagrams, Pareto charts, and data analysis tools.

 -Generate potential solutions to address the identified root causes. This could involve process changes, system upgrades, software optimizations, or other relevant interventions.

 -Implement the selected solutions on a small scale or in a controlled environment to test their effectiveness. This helps in evaluating whether the proposed solutions lead to improvements.

-Once effective solutions are identified, implement them on a broader scale while closely monitoring their impact

-Continuously monitor the relevant metrics to ensure improvements are sustained over time. Establish control mechanisms to identify and rectify deviations from the desired outcomes quickly.

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It’s crucial to remember that while DMAIC Framework for IT Service Quality, its effectiveness depends on the organization’s commitment to completing each phase and making data-driven choices. 

We provide consultancy services with the goal of eliminating all LEAN wastes and enhancing consistency using Six Sigma ideas.

Lean waste reduction helps to eliminate all non-value-added processes, accelerating delivery to customers at higher margins and enhancing consistency to satisfy customer expectations for quality.