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Six Sigma Quality and IT Governance share many process and can produce synergistic results when combined.
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Six Sigma Quality & IT Governance
Len Gangi, CISA
Operate WithMutual Standards & Processes
• Quality Management Customer Satisfaction– Six Sigma Quality Toolkit
• Level 1 & 2 Metrics & Goals• DMAIC• Root Cause Analysis
– Leadership• Vision & Goals• Dashboard / Scorecard Analysis• Employee Training & Awareness• Functional Intervention
• IT Governance Customer Trust– Policies, Guidelines & Measures
• CobIT, ISO 27001 /17799, ITIL, NIST – Internal & External Risk Assessments– 3rd Party Supplier/Partner Certifications– Leadership
• Vision & Goals• Dashboard / Scorecard Analysis• Employee Training & Awareness• Functional Intervention
• 2
Follow A Shared Value Roadmap
• 3
*Ref: CobIT
Six Sigma Quality
Produce Synergistic Results From Common Goals
Customer Loyalty
• 4
Customer Satisfaction & Trust Value-Based Market Differentiation Operational Efficiency Assurance Risk Mitigation
Quality Performance
ITPerformance
Customer
Perception
• 5
Customer Sat
Customer QualityScorecard
Six Sigma Quality Tools
Service Improvement Teams
Incident Response -- Capacity Planning -- Reliability and SLA’s
DMAIC
Quality Champions Process Team
Quality & IT Governance Programs OfficeStandards-Based Policies and Procedures Leadership
Steering CommitteeSenior Management / Customers / Resource Providers
Quality Assurance
Service Assurance
Analysis & Discovery
Toolbox
Building A Six SigmaQuality Program
Policy
Customer
Root Cause Analysis
Incident ReviewsProblem Solving SQC
ChangeAgents
• 6
What Six Sigma Performance means to Customers
Assurance, Reliability & Integrity
Delivers 100% Satisfaction
53,440
4,960
192 3
-
10,000
20,000
30,000
40,000
50,000
60,000
3 Sigma 4 Sigma 5 Sigma 6 Sigma
Reducing Defective Business Transactions
• 7
Customer Satisfaction Benchmark“Good is not good enough”
• 8
•Manage Specific Services (Product / Portfolio Leadership & Resources)
•Influence Process (common resource) Teams
LEADERSHIP TEAM(Business Strategy, Organization & Management)
• Manage Critical and Common Processes (i.e. Reliability, Security & Continuity)
• Influence Service (specific) Teams
Process Teams
Service TeamsManagement Systems Model
(Improvement Teams)
CU
ST
OM
ER
• 9
Improvement TeamsDeliver Results
Actual
Target
Good
Define
Measure
Analyze
Improve
Total Imp by Target = 99%, Total Actual Imp = 95%
Control
Service Availability
• 10
Improvement TeamsEliminate Defects
0
100
200
300
400
500
600
Jul-0
2
Oct
-02
Jan-
03
Apr
-03
Jul-0
3
Oct
-03
Jan-
04
Apr
-04
Jul-0
4
Oct
-04
Jan-
05
Apr
-05
Jul-0
5
Oct
-05
Jan-
06
Apr
-06
Jul-0
6
Oct
-06
Jan-
07
Actual
Target
Define
Measure
Analyze
Improve
Control
Total Imp by Target = 98%, Total Actual Imp =96%
Good
• 11
Certification
ComplianceMeasure & Audit
Risk Management Programs
TechnologyAvailability & Recovery
Planning
Business AvailabilityPlanning
(Business Support Functions)
Business Impact Analysis
IT Governance Improvement Teams
Quality & IT Governance Programs OfficeStandards-Based Policies and Procedures Leadership
Steering CommitteeKey corporate stakeholders / clients / resource providers
Quality Assurance
Service Assurance
Analysis & Discovery
Prevention &Preparedness
Building an IT Governance(Risk Management)
Program
Policy
Customer
Quality & IT Governance Address More than Catastrophic Disasters
• 12
*Ref: HP Continuity Planning
• 13
Quality & IT GovernanceMitigate Exponential Risks
*Ref: HP Continuity Planning