IT Service Management, 3rd Edition

34 THE DEMING CYCLE

INTRODUCTION

Many organisations attempt service improvement through ‘big bang’ implementations and by the utilisation of large projects. This may be appropriate, but often small iterative step improvements to a service or process can be more efficient and less risky.

The Deming Cycle was introduced by W. Edwards Deming as a method for quality improvement. If processes are in place, they can be measured. Changes can be made to those process and the impact of the changes assessed via further measurement. This enables ongoing measurable improvement.

Figure 34.1 The Deming Cycle

Over time, the step improvements enable the service ...