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Six Sigma Quality and IT Governance

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Six Sigma Quality and IT Governance share many process and can produce synergistic results when combined.

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Six Sigma Quality and IT Governance

  1. 1. Six Sigma Quality & IT Governance<br />Len Gangi, CISA<br />
  2. 2. Operate WithMutual Standards & Processes<br /><ul><li>IT Governance
  3. 3. Customer Trust
  4. 4. Policies, Guidelines & Measures
  5. 5. CobIT, ISO 27001 /17799, ITIL, NIST
  6. 6. Internal & External Risk Assessments
  7. 7. 3rd Party Supplier/Partner Certifications</li></ul>Leadership<br />Vision & Goals<br />Dashboard / Scorecard Analysis<br />Employee Training & Awareness<br />Functional Intervention<br />Quality Management<br /><ul><li>Customer Satisfaction</li></ul>Six Sigma Quality Toolkit<br />Level 1 & 2 Metrics & Goals<br />DMAIC<br />Root Cause Analysis<br />Leadership<br />Vision & Goals<br />Dashboard / Scorecard Analysis<br />Employee Training & Awareness<br />Functional Intervention<br />2<br />
  8. 8. Follow A Shared Value Roadmap<br />3<br />*Ref: CobIT<br />Six Sigma Quality<br />
  9. 9. 4<br />Customer <br />Perception<br />IT<br />Performance<br />Quality <br />Performance<br />Produce Synergistic Results From Common Goals<br /><ul><li>Customer Satisfaction & Trust
  10. 10. Value-Based Market Differentiation
  11. 11. Operational Efficiency Assurance
  12. 12. Risk Mitigation</li></ul> Customer Loyalty<br />
  13. 13. 5<br />Customer<br />Building A Six Sigma<br />Quality Program<br />Quality Assurance<br />Customer <br />Sat<br />Customer Quality<br />Scorecard<br />Service Assurance<br />Six Sigma Quality Tools<br />Analysis &<br /> Discovery<br />Toolbox<br />Root Cause Analysis<br />Incident Reviews<br />DMAIC<br />Problem Solving<br />SQC<br />Service Improvement Teams<br />Incident Response -- Capacity Planning -- Reliability and SLA’s<br />Change<br />Agents<br />Quality Champions Process Team<br />Steering Committee<br />Senior Management / Customers / Resource Providers<br />Policy<br />Quality & IT Governance Programs Office<br />Standards-Based Policies and Procedures Leadership<br />
  14. 14. 6<br />53,440<br />60,000<br />50,000<br />40,000<br />30,000<br />4,960<br />20,000<br />192<br />3<br />10,000<br />-<br />3 Sigma<br />4 Sigma<br />5 Sigma<br />6 Sigma<br />What Six Sigma Performance<br /> means to Customers<br />Assurance, Reliability & Integrity<br />Delivers 100% Satisfaction<br />Reducing Defective Business Transactions<br />
  15. 15. 7<br />Customer Satisfaction Benchmark“Good is not good enough”<br />
  16. 16. 8<br />Management Systems Model<br />(Improvement Teams)<br />Service Teams<br />Manage Specific Services (Product / Portfolio Leadership & Resources)<br />Influence Process (common resource) Teams<br />Process Teams<br />Manage Critical and Common Processes (i.e. Reliability, Security & Continuity)<br />Influence Service (specific) Teams<br />CUSTOMER<br />LEADERSHIP TEAM<br />(Business Strategy, Organization & Management)<br />
  17. 17. 9<br />Improvement Teams<br />Deliver Results<br />Define<br />Total Imp by Target = 99%, Total Actual Imp = 95%<br />C<br />o<br />n<br />t<br />r<br />o<br />l<br />Measure<br />Analyze<br />Service Availability<br /> Improve <br />
  18. 18. 10<br />Good<br />Improvement Teams<br />Eliminate Defects <br />Define<br />Total Imp by Target = 98%, Total Actual Imp =96%<br />C<br />o<br />n<br />t<br />r<br />o<br />l<br />Measure<br />Analyze<br /> Improve <br />
  19. 19. 11<br />Customer<br />Building an IT Governance<br />(Risk Management) <br />Program<br />Quality Assurance<br />Certification<br />Compliance<br />Measure & Audit<br />Service Assurance<br />Risk Management Programs<br />Prevention &<br />Preparedness<br />Technology<br />Availability & Recovery<br />Planning<br />Business Availability<br />Planning<br />(Business Support Functions)<br />Analysis &<br /> Discovery<br />Business Impact Analysis<br />IT Governance Improvement Teams<br />Policy<br />Steering Committee<br />Key corporate stakeholders / clients / resource providers<br />Quality & IT Governance Programs Office<br />Standards-Based Policies and Procedures Leadership<br />
  20. 20. Quality & IT Governance Address More than Catastrophic Disasters<br />12<br />*Ref: HP Continuity Planning<br />
  21. 21. 13<br />Quality & IT Governance<br />Mitigate Exponential Risks<br />*Ref: HP Continuity Planning<br />

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