Six Sigma DMAIC Project                                     GE Medical Systems                                    GE Healt...
Six Sigma in Action                                                                                   Depot Repair Cycleti...
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Depot Repair Cycle Time Six Sigma Case Study

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Depot Repair Cycle Time Six Sigma Case Study

  1. 1. Six Sigma DMAIC Project GE Medical Systems GE Healthcare Institute Project Leader/Green Belt: Christine Mahlkuch-Romagna Project Leader Title: Senior Deskside Support Engineer/Americas Site Support Leader Project Start Date: February 26, 2003Master Black Belt: Steven Bonacorsi
  2. 2. Six Sigma in Action Depot Repair CycletimeCustomer Profile – 2000 GEMS Employees Visit DailyBusiness Problem & ImpactGEMS employees visiting the GEHI for classes or meetings experience Process Capability – Beforelong cycle times averaging 134 min when their laptop needs Re-Imaging. USL = 90 minutes ITS Productivity cost = $18,760 Annually Customer Productivity cost = $34,840 Annually Mean = 133.67Measure & Analyze StDev = 78.63Data Collection: Cycle Time to Reimage a Laptop. The existing process Z_ST = 75.86sigma was -.57.Root Causes: Size of Data was identified as the root cause.Improve & Control• Documentation was implemented to ensure proper procedures werefollowed in gathering the users appropriate data.• Appropriate teams were notified of proper procedures for contacting Process Capability – AfterSupport and tools for faster contact were implemented. Clarify metricsare reviewed weekly. USL = 90 minutes Mean = 36.8Results/Benefits ITS Productivity cost = $5,180 Annually StDev = 5.6 Customer Productivity cost = $9,620 Annually Z_ST = 5.71• Improving process from 134 to 37 minutes, to meet customer CTQ <=90 minutes!• After the 4 month project, the customer saved US $12,962 as a result ofreduced end user downtime. A savings of US$38.8K in 2003!

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