Purpose: This paper is a case study on the successful application of Six Sigma methodology in the information technology industry. The purpose of this paper is to improve the resolution time performance of an application support process. Design/methodology/approach: Through brainstorming, the...

Purpose – In the service sector, reduction of cycle time is one of the key issues. Lean concepts and techniques are applied to increase the speed of operations. In many cases, improvement projects need to leverage a combination of Lean and Six‐Sigma approaches and tools. The purpose of this...