Print Server Availability Six Sigma Case Study

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Print Server Availability Six Sigma Case Study Powered By Docstoc
					                   Six Sigma in Action:
                 Demonstrating Customer Value

                         Print Server Availability
                         for GE Medical Systems




Master Black Belt: Steven Bonacorsi
                                                                       UNIX Print Server Availability

Customer Profile – UNIX CAD users in CT, PET, X-Ray and                               Before:                                 Process Capability Analysis for Total Time
Nuclear Engineering Groups                                                                                                                   USL
                                                                                       Process Data
                                                                              USL                   1.00000

Business Problem & Impact                                                     Target
                                                                              LSL
                                                                                                              *
                                                                                                              *
When the UNIX Print Services went down the average time to resolve            Mean                  8.77610
                                                                              Sample N                       96
issue is 8.8 days. UNIX Client Support Team has targeted time to resolve      StDev (ST)              7.5033
Print Server issues is <24 hours.                                             StDev (LT)            30.1394



Measure & Analyze                                                              Potential (ST) Capability
                                                                              Cp                              *
Data Collection: Printing problem calls was measured by Clarify.              CPU                      -0.35
                                                                              CPL                             *
Root Causes: Nature of transferring the trouble call to a different trouble   Cpk                      -0.35

call tracking system that the UNIX Administrators use and coordinating        Cpm                             *
                                                                                                                      -100          -50          0           50          100           150          200         250

both groups to troubleshoot the printing problem.                                  Overall (LT) Capability                   Observed Performance             Expected ST Performance               Expected LT Perform
                                                                              Pp                              *         PPM < LSL                    *       PPM < LSL                   *         PPM < LSL

Improve & Control                                                             PPU
                                                                              PPL          After:
                                                                                                       -0.09
                                                                                                              *
                                                                                                                        PPM > USL
                                                                                                                        PPM Total
                                                                                                                                          531250.00
                                                                                                                                    Process Capability Analysis for Total Total (
                                                                                                                                       531250.00 PPM Total
                                                                                                                                                             PPM > USL
                                                                                                                                                           849983.13  PPM Time
                                                                                                                                                                                849983.13          PPM > USL           601
                                                                                                                                                                                                                       601
Rename all print queues to a standard naming format that will identify        Ppk                      -0.09

there location and printer type in the queue name. This will reduce                                                                                                                                 USL
                                                                                        Process Data
confusion in printer location and printer capabilities. Giving UNIX CAD       USL                        1.000
users access to newer printer models and features not before available to     Target                              *
                                                                              LSL                                 *
them on the UNIX Print Servers.                                               Mean                       0.354
                                                                              Sample N                        16

Results/Benefits                                                              StDev (ST)
                                                                              StDev (LT)
                                                                                                    0.318853
                                                                                                    0.400810
• Defects - 96 defects in 9 months to only 1 in 5 months.
• Calls to Helpdesk – 96 in 9 months to 16 in 5 Months.                         Potential (ST) Capability
                                                                              Cp                                  *
• Total Ticket Time - 8.8 days to less than 1 day.                            CPU                            0.68

• Maintenance savings by using NT Boxes $2708                                 CPL
                                                                              Cpk                            0.68
                                                                                                                  *


• Labor Savings of $23, 044                                                   Cpm                                 *
                                                                                                                        -1.0              -0.5                0.0                0.5                 1.0


                                                                                   Overall (LT) Capability                     Observed Performance                  Expected ST Performance                Expected L

   Savings of over $25K, Response time 9 days to < 24 hours!                  Pp
                                                                              PPU
                                                                              PPL
                                                                                                             0.54
                                                                                                                  *


                                                                                                                  *
                                                                                                                             PPM < LSL
                                                                                                                             PPM > USL
                                                                                                                             PPM Total
                                                                                                                                                 62500.00
                                                                                                                                                 62500.00
                                                                                                                                                         *          PPM < LSL
                                                                                                                                                                    PPM > USL
                                                                                                                                                                    PPM Total
                                                                                                                                                                                               *
                                                                                                                                                                                        21381.92
                                                                                                                                                                                        21381.92
                                                                                                                                                                                                           PPM < LSL
                                                                                                                                                                                                           PPM > USL
                                                                                                                                                                                                           PPM Total
                                                                              Ppk                            0.54

				
DOCUMENT INFO
Description: Lean Six Sigma Project Case Study http://www.linkedin.com/groups/Lean-Six-Sigma-37987 Sponsored by the International Standard for Lean Six Sigma, e-Zsigma http://www.e-zsigma.com, IQPC, and PEX Network. Please contact Lean Six Sigma Master Black Belt, Steven Bonacorsi, Founder of the Lean Six Sigma Group, to have your project case studies to be added to the Lean Six Sigma Group Library. Steve Bonacorsi, President sbonacorsi@comcast.net