Certification Process Six Sigma Case Study

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Lean Six Sigma Group Free Project Case Study Overviews http://www.linkedin.com/groups/Lean-Six-Sigma-37987
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Certification Process Six Sigma Case Study

  1. 1. Six Sigma DMAIC Project GEAE Account Project Leader/Green Belt: Richard Caron Project Leader Title: Customer Engineer Project Start Date: May 21, 2002Master Black Belt: Steven Bonacorsi
  2. 2. Six Sigma in ActionBusiness Problem & Impact Process Capability – BeforeThe GEAE account technicians need IBM certifications in order to support calls, Report 8A: Product Benchmarksorder parts and receive warranty reimbursements. Lack of communication, PPMunclear processes and no documentation cause missed steps preventing the 1000000ordering of parts and accurately capturing warranty reimbursements.. 100000Measure & Analyze 10000Data Collection: 12 critical IBM certification Profile fields were tested for completeness.A field was marked a defect if incomplete, and success if 1000 both complete and accurate. Sigma:Root Causes: 100 ZST = 2.1• Poor documentation for updating IBM or PeopleSoft• No simple & clear process with most techs following “Word of mouth 10 ZLT = 0.6 processes 1• MGMT is not verifying completeness or inaccuracies 0 1 2 3 4 5 6MSA Results: An AR&R was used to validate the measurement plan. Results Z.Bench (Short-Term) showed 100% repeatability and accuracy in the determination of whether or not 12 critical profile fields were complete. Process Capability – AfterImprove & Control•A Pugh Matrix was used to determine the best possible solution. Transitioning Report 8B: Product Benchmarks Zone of AverageIBM Certification Profile tracking from PeopleSoft to Antenna had the greatest Z.Shift T echnologysum of positives and least negatives, so was the obvious choice. 3.0 Sigma:•A new process for completing/tracking IBM certifications was designed, then 2.5implemented in June 2003. A training manual was developed and dispersed to ZST = 3.2all GEAE techs prior to roll out and a training call was facilitated to ensure all 2.0 ZLT = 1.7 Zone ofoperational definitions and steps were understood. 1.5 T ypical•A certification expiration control check is conducted to monitor the technicians Control 1.0training/testing status prior to expiration. Any special cause for variation will be World-Classidentified and listed in the FMEA for review. 0.5 PerformanceResults/Benefits 0.0After Rollout, Sigma increased from 0.6 to 1.7 (LT). Resulting benefits is an 0 1 2 3 4 5 6expected direct savings (Revenue) to ITS >$19,000.00 an indirect savings Z.Bench (Short-Term)(efficiency) >$1,400.00. A savings of > $20,400 US

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