Diplômé du Lycée Lyautey , de Al Akhawayn University , et de Rochester Institute of Technology
Chargé de mission auprès du président de l’Association Marocaine du commerce électronique et services en ligne (AMCSEL)
Participe au projet Maroc Numérique 2013
Conseil en stratégie, management et systèmes d’informations
Six Sigma give companies a concrete method and an arsenal of tools to help manage their information systems. This method does not replace ITIL, they are complementary. Postulate
ITIL vs. Six Sigma
ITIL provides the « what » of service management has to be done
It provide a library of best practices and a framework for IT service management.
Six Sigma defines « how » to achieve quality improvement
It ensures the service improvement program on critical business areas
Provides a measurement system of valuable metrics
Organisations that fail to predict WHICH Processes produce defects and WHY they produce defects will experience high rework, followed by drops in customer satisfaction and corporate profitability
Automation and quality
Bill Gates, Hammer & Champy, Shapiro and many others have commented that “automation applied to an efficient operation will magnify the efficiency.”
A corollary is that “automation applied to an inefficient operation will magnify the inefficiency.”
Six sigma and lean six sigma
Variance reduction and sigma level
Entreprise strategy execution
Six sigma projects
Problem statement As Is Problem Statement In Q1FY06, for … Silver Sales, only 1 customer is quoted out of every 2 ACD calls answered which resulted in poor sales productivity & customer experience. Desired-State Increase quoting outputs from ACD calls answered by 10% within Q3FY06 for … DHS Sales Specific Measurable Achievable Relevant Time bound DHS Sales activity Data available in D3. Q1FY06 baseline = 50% Yes. Still room for improvement Key to drive marcom campaign, VOC and Sales efficiency. Within Q3 FY06 Why Selected
Contribute to Sales Productivity by enabling an earlier drive in Sales Rep activity.
Add value to Marketing by feeding the email database.
Enhance Customer Experience by getting more feedback from consumers regardless of their conversion status. This mitigates the risk of ESurvey VOCs giving false impressions in relation to the “happy few customers” syndrome.
Scope Is : Scope Is Not : France Market Not other countries Silver Consumers Bronze, Gold and Enterprises Sales Rep Operations, Manufacturing and Services System queues (classic) Outbound teams Off line On line (internet)
Metrics Effective metrics are simple and understandable
Critical to quality (CTQ)
« Manage » = « Measure »
Organisations improve their processes leveraging:
Efficient quality systems
Business Process Reengineering
Business Process Outsourcing
Efficient information and communication systems
Spreading the 6 sigma culture within the entreprise