E-Book, Englisch, 288 Seiten
ISBN: 978-1-4398-0382-0
Verlag: Taylor & Francis
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
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
