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Western NY LIG | Using Six Sigma analysis to drive improvement - A Case Study
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In this presentation, our speaker, Kirk Holmes, will walk through a real case study that used Six Sigma to drive substantial improvements in service desk performance. Kirk will show the analyses used and how the Lean Six Sigma methodology is applied to effect real change. ITIL is not a panacea – metrics-driven performance improvement is what customers demand and deserve. Kirk has spoken for our LIG in the past, and the positive feedback we received is the reason we are bringing him back!

When: 2/13/2014
5:30 PM
Where: Rochester Institute of Technology
111 Lomb Memorial Drive
Louise Slaughter Hall - Room 2150
Rochester, New York  14623
United States
Presenter: Kirk Holmes
Contact: Michael Caruso
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On February 13th, our speaker, Kirk Holmes, will discuss how to use Six Sigma principles to drive substantial improvements in Service Desk performance.  

This presentation presents techniques and methods using a real life implementation (case study) for a service desk organization.  How do you reduce IT costs, improve quality, and fulfill the service provider mission?  This challenge is faced by organizations serving both internal and external customers. Many Service Desks have been working hard on adopting ITIL and other frameworks, focusing on handling of user’s incidents/requests, and becoming the single point of contact. 

This presentation will walk through a real life implementation that used Lean Six Sigma, and ITIL, using a Quality Management approach to improve a Service Desk serving enterprise users. Kirk will discuss the analysis used and how the Lean Six Sigma methodology is applied to effect real change.  ITIL is not a panacea – metrics-driven performance improvement is what customers demand and deserve.

The methods, techniques, and analysis principles used in this case study are applicable across the IT landscape. Your take away will be knowledge that will enable you to make improvements regardless of your role in the organization. 

Kirk explains how to apply techniques that can be applied in any operational environment.  He will also discuss the results of the implementation, and how the Service Desk reduced resolution time for escalated Incidents by 66% while reducing per call costs and increasing customer satisfaction.

Kirk has spoken for our LIG in the past, and the feedback we received is the reason we are bringing him back! Don't miss this presentation!


About Kirk Holmes, President


A Change Agent. During his 25+ year career, Mr. Holmes has helped public sector and private sector client organizations save millions of dollars and improve business results, service delivery, and IT operations through management consultation and best practices such as IT Infrastructure Library (ITIL) and IT Service Management (ITSM), project management, total business transformation, process reengineering, process improvement, performance metrics, strategic planning, and small group facilitation. 


An Industry Leader:

·     Examiner, Malcolm Baldrige National Quality Award 2011, the award conferred by the President of the United States or Vice-President to America’s greatest organizations

·     Examiner, Maryland Performance Excellence Program, a state-level version of the Baldrige Award criteria. 2008-2010

·     Chair, Performance Excellence Special Interest Group, ASQ (American Society for Quality) Section 509.  2011

·     Board of Directors of Information Technology Service Management Forum USA (itSMF USA), the largest non-profit membership association  focused on best practices and professional development for IT Services.  Jan. 2007- Oct 2010 

·     Co-founder, Past President, and on-going leader of the National Capital Area Local Interest Group (LIG), the largest itSMF local group in the world. Founded 2003

·     Representative for the USA to the itSMF-International Publications Executive Subcommittee (defines and endorses the publications of global best practice for IT Service Management) .  2007- 2008

·     Founding Advisory Board member for ISO 15504’s Enterprise SPICE initiative that blends CMM-I, ITIL, ISO 20000, ISO 9000, Baldrige and dozens of other assessment frameworks.  2010

·     Awarded the 2007 itSMF USA Member of the Year

·     As President of the National Capital Area LIG, awarded 2007 itSMF USALIG of the Year


A Pioneering Executive. As the first General Manager for Comcast’s Internet services, Mr. Holmes launched the first Comcast Internet market, and ran one of most successful broadband service deployments in the country.  Other previous employers include IBM, SRA International, and Mercer Consulting. 


Education. Mr. Holmes holds an MBA from the Stanford University Graduate School of Business and a B.S. in Electrical Engineering from the Massachusetts Institute of Technology (MIT)


This event is sponsored by Entre Computer Services

 For over 25 years, businesses have relied on Entre Computer Services. From IT managed services and Web and application development to network services and supplemental IT staffing - no other provider combines all these services. From a staff of less than ten in 1984, we have grown to over 100 experienced professionals. Our staff includes networking and application engineers, technicians, managers, graphic designers, data architects, programmers and developers, and business consultants. We provide business solutions utilizing our core services: information systems consulting and project management, network and server engineering, outsourced end-user support, supplemental IT staffing, hardware and software sales, and installations/implementations.