1. Introduction to Six Sigma Toolkit Welcome

2. Welcome to the Six Sigma toolkit. Within this toolkit you will find lots of useful information, that will not only help you to update your knowledge and understanding of Quality Management using a Six Sigma approach, but also provide you with practical and usable materials for use within your working environment.

3. How it works Follow the “Toolkit Roadmap” to navigate your way through the documents within the toolkit. This will direct you through the relevant stages of Six Sigma. Change Mgmt The 7 Rs Service Transition CAB ITIL®

4. Aim of the Toolkit  To provide an introduction to Six Sigma  Provide a detailed overview of Six Sigma from an ITSM perspective.  Provide practical and user-friendly documents for you to use within your organization.

5. Pertinent Definitions Six Sigma is an approach for quality management and is adoptable for continuous improvement programs. The definition of Quality is: A degree of excellence (Merriam-Webster). The ability of a product, service, or process to provide the intended value (ITIL). The definition of Improvement is: The act of…enhancing value or excellence (Merriam-Webster)

6. Why Six Sigma? Every business is susceptible to “defects”. A defect is a imperfection in a product, service, or process. Six Sigma is a proven methodology for measuring and reducing the number of defects found in the environment. The methods used in Six Sigma are not new or unique, but are organized in a way to provide the greatest potential in improving a business.

7. This Toolkit This toolkit provides information on Six Sigma and provides guidance that is scalable for: Different kinds and sizes of organization. Focusing on products, services, and processes. Small and large improvements to environment. Different levels of budget or funding available to deliver quality.