Sms Integration Six Sigma Case Study
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Sms Integration 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 ...

Lean Six Sigma Group Free Project Case Study Overviews http://www.linkedin.com/groups/Lean-Six-Sigma-37987
Sponsored by the International Standard for Lean Six Sigma, e-Zsigma http://www.e-zsigma.com, IQPC, and PEX Network.

Please contact Lean Six Sigma Master Black Belt, Steven Bonacorsi, Owner of the Lean Six Sigma Group to have your project case studies to be added to the Lean Six Sigma Group Library. Steve Bonacorsi sbonacorsi@comcast.net

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Sms Integration Six Sigma Case Study Sms Integration Six Sigma Case Study Presentation Transcript

  • Six Sigma in Action: Demonstrating Customer Value A Six Sigma in Action summary offers an example of the value a Six Sigma project can bring to a customer.Master Black Belt: Steven Bonacorsi
  • Six Sigma in Action: SMS Integration Customer Profile – 90,000 seat $32B pharmaceutical company based in New York CityBusiness Problem & Impact SMS Conflict Area/Root CauseCustomer was experiencing real and perceived incompatibilitiesbetween SMS and some hardware and software in their 26% 16%environment. This was preventing full leverage of the remote 15%distribution technology and forcing them to fallback on less 6% 9% 9% 9% 10%efficient distribution methods.Measure & AnalyzeOverall distribution success varied widely, from 42% to 93%. WUser32 McAfee403 ISDN Bootwin32Root causes were analyzed and found to vary widely as well(see chart at right). Clisvc95 Gtsubnet Winbatch OtherImprove & ControlA variety of improvements were implemented to address the Control Data for ARCserve Backupthe root causes identified, including auto-notification of image Successful Unsuccessful 4000changes, upgrades of problematic outdated applications and a 3500 111 146 185 150 95file corruption resolution process. 3000 95 103 Total # Backups 2500Results/Benefits 2000Over 97% of identified issues were resolved, and a control 1500process was established to enable quick response to any new 1000issues. Distribution success rate stabilized over 90%, allowing 500 0ITS technicians to address more value added customer issues. Sep-00 Oct-00 Nov-00 Dec-00 Jan-01 Feb-01 Mar-01“ITS has always been right there with us – to pilot new applications, roll them out forus, and to support them on a day-to-day basis. They are an integral part of our team.” - Senior Client Business Technology Manager