Need for Six Sigma in the Age of Information Technology

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Since the start of the information technology age, software quality has been an ambiguous term, meaning different things to different people. It has been defined internally from the viewpoint of software developers; and it has been defined externally from the viewpoint of end users of the software. But either way, early in the history of […]

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Software and Systems: The Disciplines of CRM

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  The total customer relationship management (CRM) market will reach $12.1 billion by 2004, representing an annual growth rate of 29.9 percent, according to the 2000 CRM Market Forecast and Analysis prepared by IDC, the world’s leading provider of information technology data and analysis. It is highly unlikely, however, that the CRM market will reach […]

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Enabling Technology Adoption by Using Six Sigma

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A survey sponsored by the Carnegie Mellon Software Engineering Institute (SEI) finds that Six Sigma is feasible as an enabler of the adoption of software, systems and IT improvement models and practices.

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A Six Sigma Case Study- Tutorial for IT Call Center – Part 2 of 6

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This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

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A Six Sigma Case Study – Tutorial for IT Call Center – Part 3 of 6

Published:

This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

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A Six Sigma Case Study – Tutorial for IT Call Center – Part 4 of 6

Published:

This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

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A Six Sigma Case Study – Tutorial for IT Call Center – Part 5 of 6

Published:

This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

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A Six Sigma Case Study – Tutorial for IT Call Center – Part 6 of 6

Published:

This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

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Making Use of DFLSS to Cultivate a Shared Compute Farm

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Digital check processing. Fraud detection. Compliance monitoring. Trading floor analytics. These are all integral functions for many modern financial service institutions. And all have one thing in common – they require a huge amount of computing power. One approach to providing fast responses even with highly complex computations is distributed computing, or creating a shared compute […]

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Six Sigma Applies to IT, as Evidenced by Success

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Does Six Sigma apply to IT? This question is heard quite often. It echoes questions that have been asked many times since the first attempts to apply Six Sigma beyond manufacturing. Does Six Sigma apply to finance? Healthcare? Banking? Software? Insurance? In each of those areas the answer turned out to be “yes,” as widely […]

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Reducing IT User Downtime Using TQM – A Case Study

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This Information Technology (IT) case study was done during the implementation of total quality management (TQM) in a financial services company with several hundred computers and computer users in multiple locations throughout India. The results have widespread applicability and in particular are aimed at organizations with large computer networks, IT facilities management companies and customer […]

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Reducing Delays in Service Processes with Rapid Setup

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A P&L manager who is preparing a monthly report starts gathering the information he needs. He realizes that this month’s sales figures are not broken out by region, so he calls accounting and asks for the regional split as quickly as possible. He also discovers that he has updates on only three of the four […]

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Debunking IT Isolation in Search of Quality and Savings

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Often considered an island unto itself, technology development and implementation does not really occur in a vacuum. However, the interrelated nature of managerial, quality and technological systems, and the inherent benefits of a truly integrated view are not necessarily evident to the information technology (IT) professional. Consequently, increasing implementation costs and an array of idiosyncratic […]

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