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OK. So I Got the Job. Now What?

Six Sigma – iSixSigma Forums Old Forums Software/IT OK. So I Got the Job. Now What?

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  • #26024

    Nigel
    Participant

    Hi All,
    I have followed this forum for some time now with interest. Now I would like to ask for some help.
    Situation: The software company I have moved to has no quality processes in place. The main customer is in automotive and highly uncooperative.
    My role is not a quality one per se, but I have some six sigma background with GE and can see that metrics are the key to solving the problems of this situation. I am instigating regular management meetings that will focus on CTQ’s and defining key metrics. What tools should I be using initially??
    I suppose I am “green” in more than the belt sense of the word (althogh I did get 86% in the exam) and would appreciate anybody’s take on how to get started. The timelines are short….my position is tenuous to say the very least!!
    I need quick wins while putting in place a framework of quality…. I would like to say in advance that any help will be highly appreciated!!
    Best Regards
    Nigel

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    #63229

    Bob Peterson
    Participant

    Hello, Nigel.
    Perhaps you could provide a bit of background on your new situation and the highly uncooperative automotive customer to help set the scene.  I know precious little of the specifics for the IT world.  I am able to provide advice on getting off to a good start.  Feel free to converse in this forum or to me directly should you be so inclined.
    Regards,
    Bob Peterson
    [email protected]

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    #63234

    Nigel
    Participant

    Thanks Bob,
    The situation is that the customer perceives that we are not supporting them effectively. We provide their operating software and all other IT support (effectively an outsourced IT dept).
    We have no real metrics in place to either confirm or deny this. Obtaining these metrics is the hard bit! Roadbocks everywhere!
    Nigel

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    #63237

    Bob Peterson
    Participant

    Nigel,
    Well.  These are actually fun problems because the gratifying feedback is usually quite rapid.  Might you have records of any type that would allow you to tabulate and categorize these ill feelings?  Should those be insufficient, some face-to-face discussions with appropriate individuals, again turning the results into the tabulation and categorization regime, might give you enough information to begin.
    I should think you would need many snippets of information for any given dissatisfaction with a task.  Examples might be person assigned, time to execute, how many times a problem required revisiting before resolution was achieved, personal name at the customer, department being served, . . .  I am certain you get the point.
    Prepare your responses in a Pareto fashion to provide you with a starting point for focus your reparations effort.  Be prepared for perception of a problem, perhaps due to a previous one of some import, to have lasting ripples into the future, where somewhat insignificant issues become magnified by the echos from the past.
    You might consider charting the occurrences of complaints on a periodic basis such as daily or weekly, and look for time trends in the data.  The chart is useful largely to the extent that it helps you understand what must be done.  The charts are discontinues when the lack of continued need is apparent.
    Best regards,
    Bob Peterson
    [email protected]

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