Lean Six Sigma Secrets for the CIO

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.

Introduction Organizations as Systems Profound Knowledge Product/Service Lifecycle Innovation Design and Development Operations SupportDefined Business and IT Processes The Process Function Business Process Mapping Process VariationThe DriversConcept of Control Control x, Monitor YIT: Alchemy or Science Craftsmen, Artists, and EngineersTeams and LeadershipCommitment to Quality Organizational Readiness Organizational Situation Opportunity AssessmentIT Productivity Quality and Productivity EvolutionAn Abundance of Wealth IT GovernanceIT ComplianceTotal Quality ManagementISO 9000COBITITIL ITSM and Six SigmaISO 27001CMMITheory of ConstraintsBalanced 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&RUnderstanding Lean What is Lean? Socratic Method A Kaizen Event SCORE Muda or Muri or Mura? Flow Time Efficiency Process Cycle Efficiency Capacity Constraints Five SsUnderstanding 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 MatrixPulling 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 ProofingWorking on Ideas BrainstormingSix Thinking HatsMind MappingAffinity DiagramsMultivotingTRIZProcess ThinkingDeveloping Quality Systems Design for Six SigmaDMADV Methodology and ToolsProject ControlMaking Changes EffectivelyNobody Likes ChangesLooking at ChangeUsing Kaizen DMAICA Helpful Service Desk Service SupportService Level AgreementsCustomer Service

Leaning SecurityBusiness Alignment Establish Baseline and EntitlementObjective DevelopmentShow Me the MoneyBuilding the TeamInvolving the StakeholdersIdentifying Risks FMEA Controls Assessment MatrixTollgate ReviewPlan Development

Appendices:
IT FrameworksShewart ConstantsZ-ValuesUseful FormulaeBibliographyResourceGlossary