Competition among companies nowadays has become more and more IT oriented. We now have an assortment of quality standards that have improved business processes. ISO9000, Six Sigma, Capability Maturity Model (CMM), Information Technology Infrastructure Library (ITIL®) are just a few of them. While these quality programs may have overlapping concepts and processes, they actually all work together to provide a better quality of service. They all have their strengths and limitations so a combination of them may be availed by the organization. ITIL®, CMM and Six Sigma combined can be beneficial to the organization because they work hand in hand in addressing the limitations of the one another.
ITIL® was first started in the UK Office of Government Commerce to provide IT service management best practices. This is a detailed and IT-focused training where operational issues are greatly analysed and addressed and future needs of the IT business are always taken into consideration.
Since ITIL® is mainly operational in nature (how-to), this is its main limitation and this is where the strength of CMM comes in. CMM was developed by the Carnegie Mellon University Software Engineering Institute. Now called the Capability Maturity Model Integration or CMMI, it focuses mainly on what the company needs to do in order to change its status from a state of no-order to a precision-based, error- free IT organization.
Six Sigma was developed by Motorola Inc., in as a means of measuring service from a customers perspective. Its main objective is to create a service or product that is free form defects the first time it is released. By doing this, companies eliminate the problems faced by most other companies where defects are seen after the release of the product or service. Since it was developed by Motorola, the design of Six Sigma was for the manufacturing industry and there are limitations when it comes to IT software development (like beta-testing and debugging).
The process of Six Sigmas make-it-right-the-first-time combined with CMMs what- to-do and ITIL®s how-to-do-it makes ITIL® and CMM and Six Sigma a powerful combination training for the organization. After all, quality products and services are still the virtues any organization should have.