Six Sigma Approach To Increase The Hit Rate Of Intranet
Six Sigma Approach To Increase The Hit Rate Of Intranet.
Indian Statistical Institute, Delhi Centre
For award of Six Sigma Green Belt Certificate
Name: Soumya De
Organization: Everest Industries Ltd.
Address: Genesis A-32 Mohan Co-operative Industrial Estate, Mathura Road,
New Delhi-110044 ( India ),
Tel – 011-41731951
E-Mail: email@example.com ; Website: www.everestind.com
E-Mail: firstname.lastname@example.org ; email@example.com
I hereby regard our sincere thanks to Mr.B.R.Mohan , VP HR, Everest Industries Ltd
under whose guidance this project was undertaken.
I sincerely acknowledge the employees for their valuable assistance throughout the
working of the project.
I would like to thank our friends for their generous support and the respondents who
gave their valuable piece of time for participating in the survey to complete the study.
Six Sigma is a powerful tool to detect errors within a process regardless whether it is
a manufacturing process or service process. We have applied the six Sigma
Methodology with its road map DMAIC (Define – Measure – Analyze – Improve –
Control) on the process of increasing the Hit Rate on our Intranet System. This
project is done so that maximum of our employees of Everest Industries Ltd. login to
During the design step we drew our project scope, specified our goal concerning the
improvements we want to make and made assumptions concerning the process. A
CTQ tree and a rough process diagram were drawn to illustrate the process
understanding. Constraints were set limit the range of task and Variables (decision
and dependency) were defined to give additional insight into the whole field of
The measurement step contains the study of the process and get the count of login
of unique users at the end of the day. In this process we have also kept in mind the
new joinees who join the organization in between and also those who leave the
organization. Furthermore a Questionnaire was made so as to get the feedback and
suggestions that were reasons for not logging in to the Intranet System. In addition to
that suggestions were collected to find out the factors that need to be rectified or
taken care in order to achieve a higher customer satisfaction and hit rate.
The analyse step deals with a cause and effect diagram to find many factors that
might have an influence on the output – to have more hits or login on the Intranet
In the improvement stage we have improved the process by increasing the members
by assigning responsibilities to a team of qualified members in Intranet Team at
different levels of process. We have shown the assignment of team members in the
process diagram so the responsibility that was handled by only one Intranet
Administrator will be shared by a set of team members.
1.Overview : Project Selection
1.1 Background Information
Everest Industries Limited provides us with the world-class building solutions to meet
our construction requirements, in the Industrial, Commercial and Residential sectors.
Historically, Everest has provided rural shelters by making corrugated roofing sheets
available to farmers at a competitive price. The company is poised to capitalize on
the opportunities in rural India where various housing and infrastructure initiatives
are envisaged by the Government.
Today, Everest offers a complete range of building solutions which includes Ceilings,
Walls, Flooring, Cladding, Doors, Roofing and Pre-Engineered Steel Buildings.
These are produced at Everest's state-of-the-art ISO: 14000 certified manufacturing
facilities at Kymore, Nashik, Coimbatore, Kolkata and Roorkee. With over 4000 retail
points spread across the nation together with the strength of over 1285 highly
qualified and experienced engineers, designers and technicians, Everest provides
you building solutions that successfully meet the highest standards of quality and
Trained manpower is our dedicated strength at Everest. Apart from continuous
development of employee skills, the company is also committed to their welfare.
After successfully catering to the Indian market, Everest Industries Limited has
widened its horizons in the international arena. With consistent exports to Europe,
Africa, Australia and Asia, Everest is all set to scale new heights and establish a
strong foundation in the global market. Banking on its 75 years of experience and
highly sophisticated technology, Everest assures you that all its products live up to
its promise of Strength, Speed and Safety.
This is an Organization that has been started in the year 1934.This is a 76 Year old
organization. Intranet has been deployed here for the very first time. So it is a very
new concept. In this research project, DMAIC (Define – Measure – Analyze –
Improve – Control),the implementation steps of Six Sigma Projects are followed to
analyze and improve the process quality and hit rate of Intranet System.
Quality especially service quality is a crucial factor in the fast growing modern India.
Six Sigma is a collection of Quality Management Methods and it is very popular
nowadays. Six Sigma can improve the service process. The term Six Sigma is based
on a statistical measure that equals to 3.4 or fewer errors of defects per million
opportunities (DPMO). Six Sigma can be taken as a business improvement
approach that seeks to find and eliminate causes of defects and errors in
manufacturing and service process by focusing on output that are critical to
Six Sigma provides a blue print for implementation of total quality system. Its road
map – DMAIC (Define – Measure – Analyze – Improve – Control) means:
Define the problem of the process;
Measure the performance of the process;
Analyze the cause for the problem of the process;
Improve the process;
Control the process and eliminate the occurrence of the same problem.
1.2 Problems and Its Symptoms
A significant phenomenon in our Intranet system is that people login more on
beginning and mid week then it drops gradually. Few users have not provided data
and few have not logged in spite of creating their ID and Passwords..There is a
category of users who do not remember their ID and Password.
Total Strength of Employees who would be accessing Intranet is 642.
The number of person who has given the data for account creation is 578 this is
almost 90% of total population.
Maximum number of login in to Intranet System is 578.
Highest Percentage of logging as per total 642 is 90%.
Maximum Number of Re-Login is 312.
Now the data that is according to actual and complete data that is present in to the
A) Average Number of users hits on Intranet as per 578 as total is 347 i.e. 60%.
B) Average Number of users who forget the password of Intranet as per 578 as
total is 25 i.e. 4%.
C) Number of users who have not logged in yet on Intranet as per 578 as total is
206 i.e. 36%.
A + B + C = 60 + 4 + 36 = 100 %
Highest Percentage of Re-Login as per total 578 is 54%.
Now the data that is according to actual number of total employees in organization
i.e. 642 :-
A) Average Number of users hits on Intranet as per 642 as total is 347 i.e. 54%.
B) Average Number of users who forget the password of Intranet as per 642 as
total is 25 i.e. 4%.
C) Number of users who have not logged in yet on Intranet as per 642 as total is
206 i.e. 32%.
D) Total Number of users who have not provided the data yet as per 642 as total
is 64 i.e. 10%.
A + B + C + D = 54 + 4 + 32 + 10 = 100 %
The above has been showed in the following Figure1
Highest Percentage of Re-Login as per total 642 is 49%.
Maximum Hit On
Have Not Logged
No Data Of User
Figure1: Composition of different factors effecting Hit Rate of Intranet.
1.3 Goals and Expected Results
The Six Sigma team aims to increase the Hit Rate by creating a process flow in such
a way so that people logging in to system is increasing. Also by making the process
simple and fast by keeping a team of people for Intranet. All marketing people do not
login since they do not have anything interesting on intranet. The Intranet should be
made comfortable using so that users logs in. Also Intranet password policies need
to be relaxed so that user do not find it difficult using password. Also a system needs
to be developed so that user can recover password if they forget the password. New
users should get enrolled in to the Intranet System as soon as they join the
organization. The system needs to be made useful for people so that this becomes a
channel of information for users.
Strategic Focal Point
Cannot be Measured
Users Intranet Servers
Satisfaction Easy usage of Intranet
and New look
CTQ Flowdown for Intranet Process
Good and Informative
Good and Informative
The Figure2 show the CTQ flow down for Intranet Hit Rate.
Our scope focuses on the user who logs in to the system and finds it easy and
comfortable using the same. Also passwords need to be made easy and recover if
by chance the user forgets the password. The most important are the input
credentials that the system gets from the user only. Also to cover all employees of
our organization since final aim is to maximise & increase the Hit Rate or Login Rate
User Administrator End User
Get Raw Data
Process Raw Data
As Per Database
Login TO The
System Of Intranet
Is Data Correct?
Give URL, ID,
Password To User.
Are All User’s
Data & Check Hit
Rate; Keep The
Content Fresh And
Login & Change
Is This System
Make It A Part Of
Day To Day Office
Are You A New
Everest Industries Ltd. Intranet System & Project Scope
54% user login to the system even if there is nothing new in to the system every
The queue follows a ( FCFS ) First-Come-First-Serve criterion. This is true as and
when user provides data the account is created .Also it is kept as record if any new
employee have joined the organization so as to create his her record.
The category of users who do not login due to forgetting of password is very less.
This will impact the login rate with a very small ratio.
There are some fix parameters in the intranet system which is difficult or impossible
for the Six Sigma Team to change and is considered as constraints:
The total number of Administrators & Moderators to handle all the process like login
account creation, content writing, and handling technical issues.
The user gives raw data and are not verified & can have lots of defects.
The structure ,home page and the modules are defined and designed by Top
Management .So it can not be changed by Six Sigma Team.
The variables are divided in to two categories:
Decision Variables ,which can be decided by Six Sigma Team.and Depending
Variables or Outputs ,which are directly or indirectly determines by the decision
1.7.1 Decision Variables
The decision variables are : The process itself , number of active employees,
number of new joinees the current latest update & the number of resignees to keep
the database updated, how frequently the content gets updated on Intranet, How
easy it is to set a password recovery process for those who have forgotten
1.7.2 Dependency Variables
How seriously the employees give in details for data base entry. How user set
passwords so that they do not forget the password. How satisfied the users are so
that they come back and relogin to the Intranet System.
Number of total Unique visit and the number of visits by an individual employee each
We did a study to find out that how any users actually logged in and logged out once
only and how many users logged in more than once how many times the same day.
The higher number of logging back shows that those users are satisfied with the
process. The single time logging, the higher the number it increases the hit rate each
We did this study to provide an authentic working condition and process level without
manipulating concerning motivation or anything else which might have affected the
outcome. Even in this case we have kept the week days and weekly offs in mind.It
has also included the other offs that would be taken due to other reasons.
Hits 9942 9428 9380 9362 9186 3102 1248
Percent 19.2 18.3 18.2 18.1 17.8 6.0 2.4
Cum % 19.2 37.5 55.7 73.8 91.6 97.6 100.0
Distribution Of Hit Rate As Per The Week days
New users entering the system & time taken to get data , create Login ID &
Password ,check its functionality & provide the same to user ( This is done to show
lack of staffing in the process ).
Here we have tried to study that when a set of new joinees eneter a system then why
it takes time to create the Login ID & Password.One of the major reason is that the
data provide by user is not accurate and also few data is dependent on other
departments like payrool and HR for Empcode and Date Of Joining.
This process has lot of dependencies on other locations of officers so there is lack of
Much time is taken while collecting data from different location. There is only one
Administrator handling all five zones and works. The same Administrator is creating
ID & Password and also checking them. Finally Administrator is providing this to all
individual users. Across all zones and works.
On an average 10-12 new joinees join our organization in a single month across
zones. So the input from users take almost 10 to 15 days to come to administrator.
Also the payrool department generates the Emp code after the salary process for the
month is over. This also delays the complete process of account creation.
There is always a single administrator so its not necessary that administrator is all
the time free for data entry. So in this case we need 5 administrators for five different
After this data is verified and respective users Login ID & Passwords are created.In
this stage we need 2-3 moderators who will verify the data before it is passed on for
account creation and also will check the account after it is created.
After checking the moderators will pass the same information to the users.
This complete work is done by a single administrator. However this process requires
at least 8-10 team members to divide and share the complete responsibility and run
the system successfully.
The following Figure3 will give a idea of how many new team members we would
require to run the system:
The team of 4-5 administrators are required to take care of technical issues, creation
of ID & Passwords.
On other hand the data entry and checking of ID’s functioning can be done with a
team of 2-3 team members.
2.1.1 Questionnaire Design
We designed a survey distributed among random users who logs in to the intranet
system for last three months. Altogether we handed out 140 sheets of questionnaire
and among those 80 valid returned to us i.e. almost 77%.
The questionnaire contained the questions involving the frequency of logging into the
system, time taken for different section like to read articles, announcements etc. The
more number of visits & the longer the user stays with the system shows the
satisfaction level of the user.
Concrete questions can be found in Appendix A. The aim of the survey was to detect
the user’s demand towards possible service improvement in process and their
satisfaction regarding the number of times the user logs back in to the system hence
increasing the number of visits.
2.1.2 Statistical Result
From the questionnaire there are some conclusions came out as follows.
Most of people 54% logs into the system as a usual practice. Around 80% of people
logs in to the system the moment they switch on the machine. Around 90% of users
have complained that new account creation takes time. Around 90% user feels that
the number of moderators should be increased to make the process smooth. Around
90 % user feels that the waiting time for account creation is more than required
Around 85% user strongly agree that higher time taken for account creation is due to
only one administrator. Around 20% people feel that they login if there is something
new into the system. Almost 60% of user say that they will never give up waiting
unless they get their account ID & Password to log in to the system.
Now we know that users want faster access to intranet. They need new, latest and
updated & fresh data on intranet. Then the higher number of logging back will
automatically lead to higher satisfaction level among users.
The next step is to gather higher quality of reasons which causes less logging
percentage on intranet.
3.1 Cause And Effect
A fish bone chart also called ‘Cause And Effect’ diagram is helpful to brain storming
many reasons that can lead to an outcome and is the first step to identify the key
reasons and most crucial factors that have the highest influence on the outcome.
Since it is a service process and not a manufacturing process the 5 P’s are used
instead of 5 M’s. The main outcome is less logging in Intranet which is caused by 5
major systems and each has served reasons or causes itself.
The following figure shows the Cause And Effect diagram.
3.2 Pareto Chart
After the selection of the most crucial factors from the cause and effect diagram a
correlation analysis of these main causes was made. After serious consideration
since it is not possible or hardly possible to change the factors in order to achieve
Condition / Factor Scale
Slow account creation 9
No contribution for intranet 4
No guidance for intranet usage 5
No Content Writer For updation 7
No Provision for Backup of Server 10
Only one technical person for all zones 8
The above factors have been made by taking a scale of 1-10 i.e. 1 is least important
and 10 being most important .Based on this a Pareto Chart is made.
Value 10 9 8 7 5 4
Percent 23.3 20.9 18.6 16.3 11.6 9.3
Cum % 23.3 44.2 62.8 79.1 90.7 100.0
for Intranet Usage
provision of data
Pareto Chart of Cause
4.1 Design Of Experiment
The DOE should find out about the influence of standardized patterns and branches
on actual working or process time. The primary objective of this design of experiment
is to find the crucial factors that might change the process time of a task.
DOE is known as a structured, organised method for determining the relationship
between factors that affect a process and the output of that process. After the
experiment we want to use the Response Surface Methodology to find optimum
combination of factors that yields to a minimum working time.
Our objective is to find out how much standardized actions and branches contribute
to the process time on Intranet.
Head Office &
A Team to
of data for
Login ID and
users of that
Login ID &
Login ID &
The above figure shows the general overview of the process on which I conveyed
There are six tasks carried out during DOE :-
1. Number of new entry & at which location.
2. Providing of new user data to respective zone to the common administrator.
3. Data Entry to the data base.
4. Administrator will create Login ID and Password.
5. Check the Login ID & Password.
6. Provide the same to user.
7. Take Back Up of the system.
8. No Content Writer.
9. No proper guidance of usage to user.
10. No contribution from user to make the system fresh.
In order to investigate the influence of the factors we picked from the Pareto-chart
analysis on the outcome of the DOE. The output of the DOE is the time needed to
complete all the tasks under certain working conditions.
Factors of DOE
all different zones
No Provision Of Data Backup B One Administrator
Need A Technical
No Content Writer C No Update To Keep
Need A Content
Writer to keep the
system fresh and
increase the login
Unexpected Task D Not Usually
But need resource
to be ready for
Description of factor A
“-“ the account can be created by one administrator but system would be very slow
and not effective.
“+” all different zones administrator can get data from local zones from their own
region. The time consumed would be less and the system would be much faster and
Description of factor B
“-“ one administrator can not do all the task so it may get neglected and this is a very
“+” Need an additional technical person so as to keep back up of server and will
keep the system in place and will make us ready for any disaster.
Description of factor C
“-“ one admin can not update the system on a regular basis to keep the system fresh
“+” need a content writer to keep the system updated and hence increasing the
logging rate on Intranet.
Description of factor D
“-“ not usually since we are not always ready for any disaster and unexpected error.
“+” need to be ready for any disaster like server crash, data loss or some natural
disaster like fire etc.
FACTORS A + - + - + - + -
B + + - - + + - -
C + + + + - - - -
D + - - + - + + -
Results Mean 9.53 5.55 4.93 2.35 5.52 2 3.26 1.4
Conclusion & Outlook
6-Sigma was a very useful method to identify the factors of service process. It could
have great effect on improving the service level and hence improving the customer /
user satisfaction level and hit rate on intranet logging time.
Using 6-sigma road map DMAIC, refectory in general can raise their throughput &
serve a higher number of customers than they do now which mean they can greatly
raise the effectiveness & efficiency.
The major conclusions drawn were:
1. Only one administrator handling all the responsibilities hence making system
& process slow.
2. User of other zones not providing data as input since there is no person
responsible for intranet is available at all location zones & location.
3. No disaster management plan has been set like is some major issue occurs
the system will roll back to the initial starting level of deployment without any
4. Need a content writer to keep the system life and fresh. Also not getting any
input from users to keep the process rolling.
It was not possible for me to match our defined goals. Though I think that the
reduction of time and also increase of hit rate or logging rate on intranet is
possible , but i can not predict the queue length of account creation of new users
for giving access to intranet since there is no standardization that how many new
joinees join the organization in a month & hence the waiting time of account
creation with other factors of users and the variation is too high to promise a
certain level of service speed.
My report does not include a control stage. I thought that it is not appropriate to
use statistical control method to see whether the service process is working well
or not. Since variation comes from the user which has a great influence on the
service time & logging hit rate might lead to a conclusion that the process time is
too high & logging rate is low, though all improvement were already implemented.
Since the service quality is theoretically improved by Six Sigma more user
requirement can be met hence having a higher logging rate, but not completely.
The service still has some problems to deal with like the variety of user group.
The next step of improvement would be to take those popular sections on intranet
that user prefer to visit & make it happening. Put in data so as to attract users for
logging in to the Intranet. By this it is not guaranteed that every process would be
accelerated but though the average throughput time will be shortened & hence it
will fairly lead to a good number of logging hit rate with good user satisfaction
Appendix B : Questionnaire
The following questions relate to the Intranet Logging at Everest Industries Ltd.
Please fill your responses to the below mentioned questions in the best of your
1. How many times do you usually login to Intraner?________________
2. What time do you generally take or opt to login to intranet?
Mark your response.
Morning 9 - 10
10 - 11
11 - 12
12 - 1
Lunch 1 - 2
After Lunch 2 - 3
3 - 4
4 – 5.30
3. How many articles generally you contribute per week?_______________
4. What do you think is your waiting time for your new account
5. Say Yes or No in the questions given below?
A) I like to get new articles on Intranet Daily?____________
B) Account creation times takes too long and should be
C) The access control and moderators should be increased to make the
6. Mark your responses by ranking them in ascending order with :
1 – Strongly Agree
2 – Definitely Agree
3 – Agree
4 – Partially Agree
5 – Disagree
6 – Definitely Disagree
7 – Strongly Disagree
A) Waiting time in the queue for the new account creation is due to
only one System administrator._____________________
B) People login only if there is something new in the
C) People wait long to get their contributed articles uploaded in
7. What do you think should be the standby period for talking a request of
creation of Account and get it created.
A) Average number of hours or days is convenient for me.
B) It should be 24 Hours i.e One Day only.
8. How long of the waiting time in the Queue will make you give up.
A) Never give up.
B ) Not more than 3 working days.
C) Not more than 7 working days.
D) Not more than 10 working days.
E) Only 24 hours.
Thank You For Your Co-Operation
Appendix C : DOE Results
A B C D Person 1 Person 2 Person 3 Mean
+ + + + 8 10 12 9 17 9.5 9.5
- + + - 6 6 13 5.5 24 5 5.5
+ - + - 4 5 15 4 21 5.5 4.8
- - + + 3 2 16 2.5 18 3 1.8
+ + - - 5 5 9 5 20 6 5.3
- + - + 1 2 14 1 23 2.5 1.8
+ - - + 2 3 11 4 22 2.5 3.1
- - - - 7 1 10 1 19 2 1.3
A B C D Person 1 Person 2 Person 3 Mean
+ + + + 41 9 32 10 33 9.8 9.6
- + + - 44 5.5 29 6 40 4.8 5.4
+ - + - 48 4.8 30 5 36 5.6 5.1
- - + + 46 2.5 27 2.8 35 3 2.76
+ + - - 42 6 28 4.8 39 6 5.6
- + - + 43 1.8 31 2 37 2.8 2.2
+ - - + 47 2.8 25 3.5 38 4 3.43
- - - - 45 2 26 2 34 1 1.6
A B C D Person 1 Person 2 Person 3 Mean
+ + + + 59 10 65 9.5 53 9 9.5
- + + - 62 5.5 67 6 55 5.8 5.76
+ - + - 64 4.8 68 4 54 5.9 4.9
- - + + 60 2 69 3 52 2.5 2.5
+ + - - 58 6 70 5 50 6 5.66
- + - + 57 2 66 1 51 3 2
+ - - + 61 4 72 3 49 2.8 3.26
- - - - 63 1 71 2 56 1 1.3