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Using the queue to control variation

Six Sigma – iSixSigma Forums Old Forums Software/IT Using the queue to control variation

This topic contains 3 replies, has 3 voices, and was last updated by  Eluri 12 years ago.

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  • #26700

    Scott
    Member

    We use a “trouble ticket” type mechanism to request IT services to fulfill a customer’s new or modified requirements. Our Customer Interface Mananer (CIM) typically provides the customer with an Estimated Delivery Date (EDD) based on his/her estimation of the time for the request to pass through validation, engineering services for (technical solution), procurement and shipping. Although these EDDs are close to the EDD about 70% of the time, we would like to improve that percentage so that our customer’s have faith in the promised delivery dates. All requests are pushed into Engineering Sevices as soon as recieved. They are categorized as small, medium and large and assigned priorities high, medium, or low. “Small” requests should only take a few hours to complete; however, because of the priority scheme, some mediums or highs are completed more quickly than smalls. I am looking for information or methods to help reduce the variabilty we encounter in ES. I have read some L6S literature that addresses using the queue to do this.  I would appreciate any references, methods, or suggestions, especially regarding the queue.
    vr/
    Rick

    0
    #64855

    cpiesam
    Participant

    You are heading down the right path. What you want to do is start to look at the concept surrounded by Little’s Law as well as look at the concept of WIP caps.
    Hope this helps.
    Sam

    0
    #64857

    Scott
    Member

    Sam,
    Thanks.
    r/
    Rick
     

    0
    #64859

    Eluri
    Member

    Hi there,I am currently investigating on the problems encountered in software development to work on a research proposal for my PhD. Your problem indeed is a very common one especially in the offshore IT sector. More ideas are welcome and if you do not mind, can I further investigate on this?

    0
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