Tracy Mayor

Have users really advanced so far that they can roll out their own business intelligence queries or recover from a hard disk failure entirely on their own? Yes and no

Faxes. Phone calls. Desk-bound quality specialists storing thousands of pieces of paper in hundreds of binders. These were the ways that DaimlerChrysler AG used to track development and resolve quality issues with the thousands of companies that design parts for the cars, trucks and commercial vehicles manufactured by its Chrysler Group unit.

As far as British imports go, the IT Infrastructure Library (ITIL) may not be as big as the Beatles. But the methodology is gaining adherents among CIOs who want to better manage the quality of the services they deliver.

Some of the largest IT organizations are looking trim and vigorous these days. It's no miracle cure or diet of the month. It's a particular piece of process methodology called Six Sigma.Six Sigma is a defect reduction methodology that transforms organizations by forcing them to focus on the quality of the customer experience.

At Corporate Training High, e-learning is the cool kid, the smart kid and the class bully all at once.