E-Book, Englisch, 288 Seiten
Bentley / Davis Lean Six Sigma Secrets for the CIO
1. Auflage 2009
ISBN: 978-1-4398-0382-0
Verlag: Taylor & Francis
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
E-Book, Englisch, 288 Seiten
ISBN: 978-1-4398-0382-0
Verlag: Taylor & Francis
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
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.
Zielgruppe
IT managers, CIOs, and IT service managers.
Autoren/Hrsg.
Fachgebiete
Weitere Infos & Material
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 Ma’am: Genjitsu The Three Reals Process Flow Tools SIPOC Use Case Diagrams Spaghetti Diagrams LOVEM or Hate’m 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
Service Level Agreements
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
