6-Sigma, DMAIC for Stability Using Six Sigma with a Large IS Infrastructure System
6-Sigma, DMAIC for Stability <ul><li>Background: </li></ul><ul><li>Large, multi-million dollar software/infrastructure pro...
6-Sigma, DMAIC for Stability <ul><li>CTQ’s Defined  </li></ul><ul><li>On-line Mode </li></ul><ul><li>Customer Transaction ...
6-Sigma, DMAIC for Stability Measure/Analyze  – Torturing the data <ul><li>Segmented the data using Pareto charts – focuse...
6-Sigma, DMAIC for Stability Improve  - Pilot Branch – Recap <ul><li>Technical support teams sent to remote site locations...
6-Sigma, DMAIC for Stability Improve  – Defect and Secondary metric analysis  Tracked the initial improvements by defect c...
6-Sigma, DMAIC for Stability Control  - High Availability Maintained! <ul><li>Automated email sent to management team </li...
6-Sigma, DMAIC for Stability <ul><li>Initial DMAIC project created spin-off efforts as a result of data collection and ana...
Questions? 6-Sigma, DMAIC for Stability
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Using Six Sigma with a Large IS Infrastructure System

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Using Six Sigma with a Large IS Infrastructure System

  1. 1. 6-Sigma, DMAIC for Stability Using Six Sigma with a Large IS Infrastructure System
  2. 2. 6-Sigma, DMAIC for Stability <ul><li>Background: </li></ul><ul><li>Large, multi-million dollar software/infrastructure project completed pilot and was in the early phases of deployment </li></ul><ul><li>The system was experiencing post-pilot issues that were not being resolved </li></ul><ul><li>Internal clients were reacting ‘emotionally’ to the issues being experienced in the field </li></ul><ul><li>Anecdotal information was running rampant among the field users </li></ul><ul><li>Issues resulted in a direct impact to the end-customer </li></ul><ul><li>Various technology SWAT teams were put in place to try to resolve the immediate issues with limited success </li></ul><ul><li>The system deployment was put on hold </li></ul><ul><li>Very limited knowledge of Six Sigma within NCC </li></ul>
  3. 3. 6-Sigma, DMAIC for Stability <ul><li>CTQ’s Defined  </li></ul><ul><li>On-line Mode </li></ul><ul><li>Customer Transaction Accuracy </li></ul><ul><li>Service Availability </li></ul><ul><li>Speed </li></ul><ul><li>Support </li></ul>Define/Measure – One week accelerated process CTQ’s FMEA Process Flow Data Collection Plan
  4. 4. 6-Sigma, DMAIC for Stability Measure/Analyze – Torturing the data <ul><li>Segmented the data using Pareto charts – focused discussions around what is a ‘defect’ </li></ul><ul><li>Determined current Sigma value and process capability </li></ul><ul><li>Established baseline measurements of major defects prior to production improvements </li></ul>
  5. 5. 6-Sigma, DMAIC for Stability Improve - Pilot Branch – Recap <ul><li>Technical support teams sent to remote site locations to implement proposed improvements </li></ul><ul><li>Six Sigma team measured and validated each improvement </li></ul><ul><li>Matched data to observations in the field </li></ul>
  6. 6. 6-Sigma, DMAIC for Stability Improve – Defect and Secondary metric analysis Tracked the initial improvements by defect category and matched them to the Secondary Metrics
  7. 7. 6-Sigma, DMAIC for Stability Control - High Availability Maintained! <ul><li>Automated email sent to management team </li></ul><ul><li>Eliminated anecdotal conversations </li></ul><ul><li>Highlighted areas of process improvement not just technology improvement </li></ul>Online Availability 90.00% 91.00% 92.00% 93.00% 94.00% 95.00% 96.00% 97.00% 98.00% 99.00% 100.00% 03/15/04 03/14/04 03/13/04 03/12/04 03/11/04 03/10/04 03/09/04 03/08/04 03/07/04 03/06/04 03/05/04 03/04/04 03/03/04 03/02/04 03/01/04 02/29/04 02/28/04 02/27/04 02/26/04 02/25/04 02/24/04 02/23/04 02/22/04 02/21/04 02/20/04 02/19/04 02/18/04 02/17/04 02/16/04 02/15/04 Transaction Date Available Percent Target >= 98%
  8. 8. 6-Sigma, DMAIC for Stability <ul><li>Initial DMAIC project created spin-off efforts as a result of data collection and analysis: </li></ul><ul><ul><li>Detailed defect measurement and analysis at the individual user level </li></ul></ul><ul><ul><ul><ul><li>– exposed training and end-user created issues </li></ul></ul></ul></ul><ul><ul><li>Manual vs. system process in the field – measuring the intended benefits of the system </li></ul></ul><ul><ul><ul><ul><li>– the simple measurement and reporting of the intended improvement caused a reduction in manual efforts and an increase on system usage </li></ul></ul></ul></ul><ul><ul><li>Peripheral hardware usage – business case validation </li></ul></ul><ul><ul><ul><ul><li>- peripheral hardware deployment was re-evaluated based on usage numbers and cost per user </li></ul></ul></ul></ul>
  9. 9. Questions? 6-Sigma, DMAIC for Stability
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