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changes, upgrades of problematic outdated applications and a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%

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