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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
Six Sigma in Action:
SMS Integration
Business Problem & Impact Customer was experiencing real and perceived incompatibilities
between SMS and some hardware and software in their
environment. This was preventing full leverage of the remote
distribution technology and forcing them to fallback on less
efficient distribution methods.
Results/Benefits Over 97% of identified issues were resolved, and a control
process was established to enable quick response to any new
issues. Distribution success rate stabilized over 90%, allowing
ITS technicians to address more value added customer issues.
Measure & Analyze Overall distribution success varied widely, from 42% to 93%.
Root causes were analyzed and found to vary widely as well
(see chart at right).
Customer Profile – 90,000 seat $32B pharmaceutical company based in New York City
Improve & Control A variety of improvements were implemented to address the
the root causes identified, including auto-notification of image
changes, upgrades of problematic outdated applications and a
file corruption resolution process.
“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
Control Data for ARCserve Backup
95
111
10395
146 185 150
0
500
1000
1500
2000
2500
3000
3500
4000
Sep-00 Oct-00 Nov-00 Dec-00 Jan-01 Feb-01 Mar-01
To
tal #
Backu
ps
Successful Unsuccessful
SMS Conflict Area/Root Cause
10%9%9%6%
9%
26%15%
16%
WUser32 McAfee403 ISDN Bootwin32
Clisvc95 Gtsubnet Winbatch Other
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