Lean Six Sigma Secrets for the CIO

by Bentley; William

• ISBN13: 9781439803790
• ISBN10: 143980379X
• Edition: 1st
• Format: Hardcover
• Copyright: 2009-09-25
• Publisher: CRC Press

Summary

Going beyond the usual how-to guide, Lean Six Sigma Secrets for the CIOsupplies proven tips and valuable case studies that illustrate how to combine Six Sigma "s rigorous quality principles with Lean methods for uncovering and eliminating waste in IT processes. Using these methods, the text explains how to take an approach that is all about improving IT performance, productivity, and security ”as much as it is about cutting costs. Savvy IT veterans describe how to use Lean Six Sigma with IT governance frameworks such as COBIT and ITIL and warn why these frameworks should be considered starting points rather than destinations. This complete resource for CIOs and IT managers provides effective strategies to address the human element that is so fundamental to success and explains how to maximize the voice of your customers while keeping in touch with the needs of your staff. And perhaps most importantly ”it provides the evidence needed to build your case to upper management. Supplying you with the tools to create methods that will bring out the best in your employees; Lean Six Sigma Secrets for the CIOprovides the understanding required to manage your IT operations with unique effectiveness and efficiency in service of the bottom line.

Table of Contents

Acknowledgments	p. xiii
About the Authors	p. xv
Beyond IT Governance	p. 1
The Corporate Paradox	p. 1
The Pitch	p. 2
Lean Six Sigma Business Case	p. 3
Lean Six Sigma Benefits	p. 4
Why Is Its Use Not Rampant?	p. 5
It's Not Just for Manufacturing	p. 6
It's the Value, Stupid	p. 8
It's about more than Reducing Costs	p. 8
Governance Benefits	p. 11
Prescriptive versus Proscriptive	p. 12
You Say Pro-ses and I Say Pra-ses, Let's Do the Whole Thing Right!	p. 17
Process Components and Characteristics	p. 18
Types of Business Processes	p. 19
Process Management	p. 20
Process Mapping	p. 25
The Process Document	p. 26
Document Control Information	p. 26
Document Owner	p. 26
Change Control	p. 27
Document Review	p. 27
Document Approval	p. 28
Description	p. 28
Process Scope	p. 28
Process Objectives	p. 28
Process Benefits	p. 28
Process Overview	p. 28
Process Metrics	p. 28
Process Principles	p. 29
Process Flow	p. 29
Process Description	p. 29
Process ARCI	p. 29
Roles and Responsibilities	p. 30
Glossary and Definitions	p. 30
Process Library	p. 30
An Abundance of Wealth	p. 33
Balanced Scorecards	p. 36
Basic Principles of Balanced Scorecard	p. 39
Financial Perspective	p. 39
Customer Perspective	p. 39
Internal Process Perspective	p. 39
Learning and Growth Perspective	p. 40
BSC Implementation	p. 40
BSC and Lean Six Sigma	p. 40
Theory of Constraints	p. 41
Basic Principles of TOC	p. 42
TOC Axioms	p. 42
Ongoing Improvement Steps	p. 43
The TOC Thinking Processes	p. 43
TOC and Lean Six Sigma	p. 43
ISO 9000	p. 46
Basic Principles of ISO 9000	p. 46
ISO 9000 and Lean Six Sigma	p. 48
Total Quality Management	p. 48
Basic Principles of TQM	p. 48
TQM and Lean Six Sigma	p. 49
IT Governance	p. 50
IT Governance Guidance	p. 51
CobiT	p. 52
Basic Principles of COBIT	p. 53
CobiT Structure	p. 54
CobiT and Lean Six Sigma	p. 55
ISO 27001	p. 55
Basic Principles of ISO/IEC 27001	p. 56
ISO 27001 and Lean Six Sigma	p. 58
ITIL	p. 58
Basic Principles of ITIL	p. 59
ITIL and Lean Six Sigma	p. 61
Val IT	p. 64
Basic Principles of Val IT	p. 66
Val IT and Lean Six Sigma	p. 66
Providing More Specificity	p. 67
CMMI	p. 68
Basic Principles of CMMT	p. 69
CMMI and Lean Six Sigma	p. 69
IEEE 829	p. 72
Basic Principles of IEEE 829	p. 72
IEEE 829 and Lean Six Sigma	p. 73
PMBOK	p. 73
Basic Principles of PMBOK	p. 73
PMBOK and Lean Six Sigma	p. 74
PRINCE2	p. 78
Basic Principles of PRINCE2	p. 78
PRINCE2 and Lean Six Sigma	p. 79
Zachman Framework	p. 80
Basic Principles of the Zachman Framework	p. 81
Zachman and Lean Six Sigma	p. 82
Adopt and Adapt	p. 83
What Is Lean Six Sigma?	p. 85
Understanding Data	p. 86
Continuous Data	p. 87
Attribute (or Discrete) Data	p. 88
Inputs versus Outputs	p. 89
Data Collection Plans	p. 90
Check Sheets	p. 95
Basic Sampling	p. 97
Measurement System Analysis	p. 100
Understanding Lean	p. 105
Lean and the Somatic Method	p. 108
Kaizen Events	p. 109
A Typical Kaizen Event	p. 111
Before the Event	p. 111
Day 1	p. 111
Day 2	p. 111
Day 3	p. 111
Day 4	p. 112
Day 5	p. 112
Muda, Muri, or Mura?	p. 112
Defects	p. 115
Overproduction	p. 116
Waking	p. H6
Transportation	p. 116
Inventory	p. 117
Motion	p. 117
Extra Processing Waste	p. 118
Underutilized People	p. 118
Process Efficiency	p. 119
Capacity Constraints	p. 120
The Five Ss (Your Mother on Steroids)	p. 124
Understanding Six Sigma	p. 129
What Is a Standard Deviation?	p. 130
DMAIC	p. 133
Data Displays	p. 139
Descriptive Statistics	p. 145
Measures of Central Tendency: What Do You Mean?	p. 145
Measures of Spread	p. 147
Distributions (Not Those from Your IRA)	p. 149
Normal Distributions	p. 152
Non-Normal Distributions	p. 155
Process Monitoring	p. 156
Variation Analysis: What's So Special about It?	p. 157
Process Stability	p. 159
Control Charts	p. 160
Types of Control Charts	p. 160
Interpreting Control Charts	p. 164
Process Capability	p. 166
Specification Limits	p. 167
Internal Specification Limits	p. 168
Measuring Process Capability	p. 169
Identifying and Verifying Root Causes	p. 171
Cause-and-Effect Diagrams	p. 172
Five Whys	p. 175
Pareto Charts	p. 175
C&E Matrix	p. 176
The Customer and the Workplace: Putting IT All Together	p. 179
Managing Your Customers	p. 179
Voice of the Business	p. 180
Voice of the Customer	p. 181
Critical to Quality	p. 182
Kano Analysis	p. 183
Voice of the Employee	p. 185
Voice of the Process	p. 186
Processes That Matter	p. 187
The Three Reals	p. 188
Processes Capability Revisited	p. 190
Process Flow Tools	p. 190
SIPOC	p. 190
Use Case Diagrams
Spaghetti Diagrams	p. 194
Swim Lane Diagrams	p. 194
Value Stream Mapping	p. 197
Value-Added and Non-Value-Added	p. 199
Complexity Analysis	p. 203
Time Value Maps	p. 205
Value Add Chart	p. 205
Evaluation Techniques	p. 205
Simulation Models	p. 206
Benchmarking	p. 209
Industry Standards and Internet Research	p. 209
Limited Pilots	p. 210
Poka-Yoke: Mistake Proofing	p. 211
Working on Ideas	p. 215
Brainstorming	p. 215
Six Thinking Hats	p. 216
Mind Mapping	p. 218
Affinity Diagrams	p. 220
Multivoting	p. 222
TRIZ	p. 223
Process Thinking	p. 225
Lean Six Sigma Projects	p. 229
Potential IT Projects	p. 231
Ensuring Compliance	p. 231
IT Security	p. 232
Deactivating Employees' Access	p. 232
Data Accuracy	p. 232
Password Reset	p. 233
User Account Creation	p. 234
Improving Network Security	p. 234
Improve Application, Server, and Network Uptime	p. 235
Improving Personal Productivity	p. 235
Software Development	p. 236
DFSS	p. 237
DMADV Methodology and Tools	p. 240
QFD and House of Quality	p. 243
Other IT Improvement Projects	p. 248
Generating Project Ideas	p. 250
Call to Action	p. 251
Guidance	p. 253
Shewhart Constants for Control Charts	p. 257
Table of z Values	p. 259
Useful Microsoft Excel Statistics Functions	p. 263
Bibliography	p. 265
Lean and Six Sigma Resources	p. 269
Acronyms and Initialisms Used in This Book	p. 271
Index	p. 275
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