I attended Troy DuMoulin's "Ask the Expert--Continual Service Improvement" breakfast club discussion this morning (although I arrived a couple of minutes late). Here are some notes from the talk:
- some frameworks are really "quality systems" e.g. Six Sigma and EFQM
- ISO 9000 could certify a company that produces cement life jackets--as long as you are making them consistently
- there is a continuum from business goals, to IT goals, to IT operating models, to process frameworks, and there must be appropriate linkages between these
- you should have fewer than 6 KPIs per process, ideally covering the areas of value measurement, quality, performance throughput, and compliance
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