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Advisory Note: DOTWIMP - 7 Steps to Higher IT Performance
Enterprise Management Associates, June 2007, Pages: 4
IT service variability is the enemy of quality. DOTWIMP is a Six Sigma concept that can help us understand how to improve IT service quality and reduce costs.
IT service variability is responsible for poor IT service quality, low customer satisfaction, employee job dissatisfaction, and ultimately loss of competitive advantage.
Simply put, variability is the enemy of quality. Variability is a measure of how completed tasks that are supposed to conform to a specification vary amongst each other.
IT variability increases costs unnecessarily by generating waste in seven categories: Defects, Overproduction, Transportation, Waiting, Inventory, Motion, and Processing - DOTWIMP for short.
DOTWIMP is a simple 7-step tool that addresses the most common root causes of IT variability.
To show how DOTWIMP can help IT, consider one of the most common IT services - on-boarding a new employee. This kind of service usually suffers from significant DOTWIMP waste. Even with only a few simple steps - activate a phone, create an e-mail account, create a network logon, and configure laptop - very few IT departments provide consistent timeliness. In other words, even for the most common and basic IT service variability is large, and DOTWIMP is the culprit.
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