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

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. Six Sigma in Action:
SMS Integration
Customer Profile – 90,000 seat $32B pharmaceutical company based in New York City
Business Problem & Impact
SMS Conflict Area/Root Cause
Customer was experiencing real and perceived incompatibilities
between 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 & Analyze
Overall distribution success varied widely, from 42% to 93%.
WUser32 McAfee403 ISDN Bootwin32
Root causes were analyzed and found to vary widely as well
(see chart at right). Clisvc95 Gtsubnet Winbatch Other
Improve & Control
A variety of improvements were implemented to address the Control Data for ARCserve Backup
the root causes identified, including auto-notification of image Successful Unsuccessful
4000
changes, upgrades of problematic outdated applications and a 3500
111 146 185 150
95
file corruption resolution process. 3000
95 103
Total # Backups
2500
Results/Benefits 2000
Over 97% of identified issues were resolved, and a control 1500
process was established to enable quick response to any new 1000
issues. Distribution success rate stabilized over 90%, allowing 500
0
ITS 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 for
us, and to support them on a day-to-day basis. They are an integral part of our team.”
- Senior Client Business Technology Manager