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Sms Integration Six Sigma Case Study


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Sms Integration Six Sigma Case Study

  1. 1. 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
  2. 2. 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causes identified, including auto-notification of image Successful Unsuccessful 4000changes, upgrades of problematic outdated applications and a 3500 111 146 185 150 95file corruption resolution process. 3000 95 103 Total # Backups 2500Results/Benefits 2000Over 97% of identified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