ABSTRACT
Before explaining how Six Sigma can benefit system maintenance, it is helpful to understand what it involves.
Purists divide post-implementation work into three categories:
1. Maintenance 2. Enhancements 3. Support
maintenance and enhancements, there is little discussion about support. The distinction that is made between support and the other two categories is that support involves no change to program code, while the others do. This might lead to the conclusion that support is a “functional” rather than a “technical” role and should be part of the customer department rather than IT. This conclusion is invalid. While the support function requires excellent customer interfacing skills, it is also a technical position because substantial investigation of the code may be required to resolve customer questions.
