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Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
Using Six Sigma with a Large IS Infrastructure System
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Using Six Sigma with a Large IS Infrastructure System

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  • 1. 6-Sigma, DMAIC for Stability Using Six Sigma with a Large IS Infrastructure System
  • 2. 6-Sigma, DMAIC for Stability
    • Background:
    • Large, multi-million dollar software/infrastructure project completed pilot and was in the early phases of deployment
    • The system was experiencing post-pilot issues that were not being resolved
    • Internal clients were reacting ‘emotionally’ to the issues being experienced in the field
    • Anecdotal information was running rampant among the field users
    • Issues resulted in a direct impact to the end-customer
    • Various technology SWAT teams were put in place to try to resolve the immediate issues with limited success
    • The system deployment was put on hold
    • Very limited knowledge of Six Sigma within NCC
  • 3. 6-Sigma, DMAIC for Stability
    • CTQ’s Defined 
    • On-line Mode
    • Customer Transaction Accuracy
    • Service Availability
    • Speed
    • Support
    Define/Measure – One week accelerated process CTQ’s FMEA Process Flow Data Collection Plan
  • 4. 6-Sigma, DMAIC for Stability Measure/Analyze – Torturing the data
    • Segmented the data using Pareto charts – focused discussions around what is a ‘defect’
    • Determined current Sigma value and process capability
    • Established baseline measurements of major defects prior to production improvements
  • 5. 6-Sigma, DMAIC for Stability Improve - Pilot Branch – Recap
    • Technical support teams sent to remote site locations to implement proposed improvements
    • Six Sigma team measured and validated each improvement
    • Matched data to observations in the field
  • 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. 6-Sigma, DMAIC for Stability Control - High Availability Maintained!
    • Automated email sent to management team
    • Eliminated anecdotal conversations
    • Highlighted areas of process improvement not just technology improvement
    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. 6-Sigma, DMAIC for Stability
    • Initial DMAIC project created spin-off efforts as a result of data collection and analysis:
      • Detailed defect measurement and analysis at the individual user level
          • – exposed training and end-user created issues
      • Manual vs. system process in the field – measuring the intended benefits of the system
          • – the simple measurement and reporting of the intended improvement caused a reduction in manual efforts and an increase on system usage
      • Peripheral hardware usage – business case validation
          • - peripheral hardware deployment was re-evaluated based on usage numbers and cost per user
  • 9. Questions? 6-Sigma, DMAIC for Stability

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