EXCEL International Journal of Multidisciplinary Management Studies

IT services is a competitive field populated with companies that all deliver important online and call center support to a variety of customers. Most IT services businesses come to realize that their clients have choices and, within the same pricing range, they gravitate to the support organization where the service is best. This study tracks the inception of a Six Sigma DMAIC (Define, Measure, Analyze, Improve, and Control) evaluation for an IT support business. This paper aims at helping the company become more competitive and profitable. Each phase follows the project team as it works through another stage of the DMAIC methodology.