Lean Six Sigma Secrets for the CIO

by William Bentley; Peter T. Davis

• ISBN13: 9781439803820
• ISBN10: 143980382X
• Format: Nonspecific Binding
• Copyright: 2009-09-25
• Publisher: Taylor & Francis

Summary

Going beyond the usual how-to guide, Lean Six Sigma Secrets for the CIO supplies 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 CIO provides the understanding required to manage your IT operations with unique effectiveness and efficiency in service of the bottom line.

Table of Contents

Introduction

Organizations as Systems

Profound Knowledge

Product/Service Lifecycle

Innovation

Design and Development

Operations

Support

Defined Business and IT Processes

The Process Function

Business Process Mapping

Process Variation

The Drivers

Concept of Control

Control x, Monitor Y

IT: Alchemy or Science

Craftsmen, Artists, and Engineers

Teams and Leadership

Commitment to Quality

Organizational Readiness

Organizational Situation

Opportunity Assessment

IT Productivity

Quality and Productivity Evolution

An Abundance of Wealth

IT Governance

IT Compliance

Total Quality Management

ISO 9000

COBIT

ITIL

ITSM and Six Sigma

ISO 27001

CMMI

Theory of Constraints

Balanced Scorecards and Strategy Mapping

What is Lean Six Sigma?

Understanding Data

Continuous

Discrete or Attribute

Input Versus Output

Data Collection Plan

Checksheets

Basic Sampling

Measurement System Analysis (MSA)

Gage R&R

Understanding Lean

What is Lean?

Socratic Method

A Kaizen Event

SCORE

Muda or Muri or Mura?

Flow Time Efficiency

Process Cycle Efficiency

Capacity Constraints

Five Ss

Understanding Six Sigma

What is Six Sigma?

What is a Standard Deviation?

DMAIC

Data Collection

Data Displays

Descriptive Statistics

Measures of Central Tendency: What Do You Mean?

Measures of Spread: What is the Range?

Distributions

Normal

Non-Normal and the Central Limit Theorem

Process Monitoring

Variation Analysis

Common Cause

Special Cause

Process Stability

Control Charts

Types of Charts

Interpreting Control Charts

Process Capability

Specification Limits

Measuring Process Capability

Identifying and Verifying Causes

Root Cause Analysis

Pareto Charts

Five Whys

Cause-and-Effect Diagrams

C&E Matrix

Pulling IT All Together

Customer Relationship Management

I Hear Voices

Voice of the Business

Voice of the Customer

Critical-To-Quality

Kano Analysis

Voice of the Process

Going to Gemba

Gembutsu

Just the Facts MaÆam: Genjitsu

The Three Reals

Process Flow Tools

SIPOC

Use Case Diagrams

Spaghetti Diagrams

LOVEM or HateÆm

UML

Value Stream Mapping

Value-Added, Non-Value Added

Complexity Analysis

Time Value Maps

Value-Add Chart

Other Evaluation Techniques

Simulation Models

Benchmarking

Industry Standards

Internet Research

Conducting a Limited Pilot

Poka-Yoke: Mistake Proofing

Working on Ideas

Brainstorming

Six Thinking Hats

Mind Mapping

Affinity Diagrams

Multivoting

TRIZ

Process Thinking

Developing Quality Systems

Design for Six Sigma

DMADV Methodology and Tools

Project Control

Making Changes Effectively

Nobody Likes Changes

Looking at Change

Using Kaizen DMAIC

A Helpful Service Desk

Service Support

Customer Service

Leaning Security

Business Alignment

Establish Baseline and Entitlement

Objective Development

Show Me the Money

Building the Team

Involving the Stakeholders

Identifying Risks

FMEA

Controls Assessment Matrix

Tollgate Review

Plan Development

Appendices

IT Frameworks

Shewart Constants

Z-Values

Useful Formulae

Bibliography

Resource

Glossary

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