Six Sigma
De facto methodology for data-driven process improvement
ISO 20000
International standard for service management systems
Quick Verdict
Six Sigma drives process improvement through DMAIC and defect reduction across industries, while ISO 20000 establishes certifiable service management systems for IT services. Companies adopt Six Sigma for cost savings and quality gains; ISO 20000 for compliance, customer trust, and operational reliability.
Six Sigma
ISO 13053:2011 Six Sigma process improvement
Key Features
- Structured DMAIC methodology for process improvement
- Belt hierarchy of trained practitioners and roles
- Data-driven sigma levels targeting 3.4 DPMO
- Tollgate governance linking to strategic priorities
- Statistical tools with measurement system validation
ISO 20000
ISO/IEC 20000-1:2018 Service management requirements
Key Features
- Annex SL structure enables ISO integration
- End-to-end service lifecycle controls
- PDCA-driven continual improvement mandatory
- Multi-supplier and party lifecycle governance
- Certifiable SMS with audit requirements
Detailed Analysis
A comprehensive look at the specific requirements, scope, and impact of each standard.
Six Sigma Details
What It Is
Six Sigma is a de facto industry standard and methodology (anchored by ISO 13053:2011) for quantitative process improvement through defect reduction and variation minimization. It employs a data-driven, statistical approach via DMAIC (Define, Measure, Analyze, Improve, Control) for existing processes and DMADV for new designs, targeting 3.4 defects per million opportunities.
Key Components
- DMAIC/DMADV structured phases with mandatory deliverables like charters, SIPOC, MSA, FMEA, control plans.
- **Belt systemChampions, Master Black Belts, Black/Green Belts for roles and training.
- Statistical tools (capability indices, hypothesis testing, SPC) and governance (tollgates, audits).
- Certification via bodies like ASQ (experience + projects required).
Why Organizations Use It
Drives financial savings (e.g., GE $1B+), customer satisfaction, risk reduction; voluntary but strategic for competitiveness. Builds data culture, scales across industries like manufacturing, healthcare.
Implementation Overview
Phased rollout: executive sponsorship, training, project portfolio via Hoshin, DMAIC execution (4-6 months/project). Applies enterprise-wide; no formal certification but ASQ/IASSC credentials common. Integrates with Lean/ISO for sustainment.
ISO 20000 Details
What It Is
ISO/IEC 20000-1:2018 is the international certification standard for service management systems (SMS). It specifies requirements to establish, implement, maintain, and improve services across their lifecycle, using a PDCA (Plan-Do-Check-Act) methodology aligned with Annex SL for integration with other ISO standards.
Key Components
- Clauses 4–10 cover context, leadership, planning, support, operation, performance evaluation, and improvement.
- Operational Clause 8 includes service portfolio, relationships/agreements, supply/demand, design/transition, resolution/fulfilment, and assurance.
- Core processes: incident/problem management, change/release, configuration/asset, availability/continuity/security.
- Certifiable via accredited bodies with audits.
Why Organizations Use It
- Drives service reliability, risk reduction, and efficiency.
- Builds customer trust and market differentiation (e.g., 50% certificate growth).
- Enables integration with ISO 9001, ISO 27001; supports multi-supplier ecosystems.
- Provides governance for IT/cloud/business services.
Implementation Overview
- Phased: gap analysis, SMS design, process deployment, audits (Stage 1/2).
- Applies to all sizes/industries; 12-18 months typical; requires leadership, training, evidence.
Key Differences
| Aspect | Six Sigma | ISO 20000 |
|---|---|---|
| Scope | Process improvement via DMAIC, defect reduction | Service management system lifecycle, ITSM processes |
| Industry | All industries, manufacturing to services | IT services, cloud, managed services primarily |
| Nature | De facto methodology, voluntary certification | Formal certifiable standard, voluntary compliance |
| Testing | Project tollgates, statistical validation | Internal audits, Stage 1/2 certification audits |
| Penalties | No formal penalties, project failure risk | Loss of certification, no legal penalties |
Scope
Industry
Nature
Testing
Penalties
Frequently Asked Questions
Common questions about Six Sigma and ISO 20000
Six Sigma FAQ
ISO 20000 FAQ
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