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Overview:

ITIL indicates that systematic process improvement requires a Quality Management System (QMS). As usual, ITIL is sketchy about the QMS, but does mention one in particular - the Plan-Do-Check-Act (PDCA) of the Deming cycle. The power of PDCA lies in its simplicity. While easy to understand, it is often difficult to accomplish on an on-going basis due to complacency, distractions, loss of focus, lack of commitment, re-assigned priorities, lack of resources, etc. Most executives claim they use PDCA or one of its derivatives, such as Six Sigma DMAIC, but few actually practice on a consistent basis.

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Format:HTML
Date:Jan 2007

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