CASE STUDY

1

• CASE STUDY
• Software Industry
• Information Technology
• Six Sigma DMAIC Project Presentation
• GB Name Mr A with Mr B, C and D
• GB Project Title Reduction in Project Delays.
• Domain Information Technology
• Organization ABC Soft

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DMAIC Project Charter
Project No.
Project Name
Mr A, B, C and D Resources Internet ,
Green Belt Sponsor Process Owner Six Sigma
Leader Black Belt
Scope
In scopeAll the projects received from US in the
Pune office. Out scope everything other than
the above.
Problem Statement
ABC Soft is facing many angry customers for the
past 6 months. More than 40 of their projects
are delayed.
Text
Customer CTQs
Goal Statement
Text
schedule variance
to reduce the schedule variance from 40 to less
than 10.
Text
High Level Project Milestone
Text
Define18th june. Measure29th june. Analyse9th
july. Improve24th july. Control14th august.
Estimate Financial Opportunities
Text
This will save the company an estimated USD
500,000 every year.
Validation
Date
Date
Functional Manager/Process Owner

Black/Green Belt


Sponsor
Six Sigma
Leader

Date
Date

Date
Date

Financial Analyst

Other

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SIPOC
Critical to Client Metric
Region Product Number of processes
Process FTE
INPUTS
SUPPLIERS
PROCESS
OUTPUTS
CUSTOMERS
.

• Interviews with
• the clients,Mails
• and Supporting
• docs by the client.
• Requirement
• Specification.
• The software
• with forms and the
• requirement
• specification.
• The software,
• Requirement
• specifications,
• supporting

1. Org 1 2. Org 2 3. Org 3 4. Org 4.

1. Org 5
2. Org 6
3. Org 7.

Completed softwares
Analysing the requirements
Design and development
Coding
Testing
Promotion
Notes Make any notes here
Maintenance and updating
Tip First start with Outputs and Customers.
Next set process boundaries and do the process
map steps and then list inputs and suppliers
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As-Is Process Map
Process Name
Elapsed Time
Step
1st week
2nd week
3rd week
4th week
5th week
6th week
7th week
Who
Analysing the requirements
1
2
Design and development
3
Coding
4
Testing
5
Promotion
6
Maintenance and updating
5
People
Measurement
Lack of training
unable employee
Severity problems
Mistakes in estimating
Untrained employee
Effect
Inefficient trainer
Narrative data
The method is not working with the system
perfectly
The method is not suitable with the data category
Problem in the method of data analysis
Lack of knowledge about the system
Methods
Lack of knowledge about the method
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As-Is Process Map Analysis
Total
Steps
1
2
3
5
6
7
4
Total
Writing the Codes (by technical writer)
Discussing with the customer about the
require- ments
Specification building
Developing
Process Step
Complete analysis
Designing
Understanding the design (by programmer)

• Moments of Truth (MOT)
• Any time a customer draws a critical judgement,
  positive or negative, about the service, based
  upon a service experience (or lack of it).
• Value-Added (VA)
• Is the customer willing to pay for it?
• Is it done right the first time?
• Essential work that moves one step closer to the
  final product.
• Value-Add Enabler step that is required to do VA
  

Non-Value Add (NVA) Steps considered
non-essential to produce and deliver the product
or service to meet the customers requirements.
The customer is NOT willing to pay for the step.
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As-Is Process Map Analysis

• Moments of Truth (MOT)
• Any time a customer draws a critical judgement,
  positive or negative, about the service, based
  upon a service experience (or lack of it).
• Value-Added (VA)
• Is the customer willing to pay for it?
• Is it done right the first time?
• Essential work that moves one step closer to the
  final product.
• Value-Add Enabler step that is required to do VA
  

Non-Value Add (NVA) Steps considered
non-essential to produce and deliver the product
or service to meet the customers requirements.
The customer is NOT willing to pay for the step.
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• Moments of Truth (MOT)
• Any time a customer draws a critical judgement,
  positive or negative, about the service, based
  upon a service experience (or lack of it).
• Value-Added (VA)
• Is the customer willing to pay for it?
• Is it done right the first time?
• Essential work that moves one step closer to the
  final product.
• Value-Add Enabler step that is required to do VA
  

Non-Value Add (NVA) Steps considered
non-essential to produce and deliver the product
or service to meet the customers requirements.
The customer is NOT willing to pay for the step.
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Analyze Tollgate Review

• ROOT CAUSE ANALYSIS
• Estimation method not used.
• No training provided for Estimations.
• QUANTIFYING THE GAP/OPPORTUNITY
• The opportunity that the problem is going to
  happen (92) because of Estimation method is not
  used.
• The opportunity that the problem is going to
  happen (74) because there is No training provided
  for Estimations.

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Solution Selection Matrix Select among Possible
Using Objective Criteria
Conclusions

• Solution A Estimation methods should be tested
  and calibrated to our organization using our own
  past projects and determining the methods
  accuracy level.
• Solution B Provide training as well as
  Motivate and educate our estimators about how
  important is the training for estimations.
• Solution C Accuracy is correlated with
  training and the ability to see results, not
  development experience.

Criteria are the requirements that you want your
solution to meet. Some criteria are must
criteria. Any solution that does not meet even
one of the must criteria must be eliminated
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The solution we have selected is solution A

• The methods are primarily based on data from past
  projects. Researchers studied project data and
  determined equations and formulas that best
  matched the existing data points. Some of the
  formulas are extremely simple, others are
  complex. None are totally accurate with all of
  the past projects, nor should you expect them to
  be with their predictions for future projects.
  Instead, they predict, based on their formulas
  (which are primarily based upon their data set),
  Estimators estimate the same project using the
  different estimation methods and models. Their
  results vary widely, depending on their
  definition of the project, their assumptions, and
  the models used.
• Finally we should use three things -
• Expert opinion with analogy .
• Algorithmic models .
• expert opinions by experts with different
  project experiences and responsibilities .

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By following the solution A the delayed projects
will be reduced from 40 to 5
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How other teams can benefit from our project
Improving your estimation skills, processes, and
how you communicate your estimations will help
you avoid the difficulties inherent in
estimation however, your ability to estimate
well will always be limited by the extent of your
projects uncertainty.