IMPROVING IT GOVERNANCE AND SERVICE PROCESS QUALITY IN E-GOVERNMENT USING SIX SIGMA AND COBIT

摘要

This paper investigates the complimentary use of Six Sigma and COBIT to improve IT governance and service process quality in E-Government. Through some best practices Six Sigma found to be effective in service organizations. On the other side, COBIT has shown as a strong and powerful standard and has been used increasingly by many organizations through out the world. A review on relevant literature is used to identify how to integrate Six Sigma and COBIT and critical success factors for the implementation. In the end of this paper, the authors proposed a conceptual framework for aligning Six Sigma and COBIT to meet organization's goals.