Feasibility check of Six Sigma in NOC

Feasibility check of Six Sigma in NOC

Project

on

"Feasibility check of Six Sigma in NOC"

Prepared by: Sherry Daniel Abraham

Roll No:

DIMR, Pune University.

TABLE OF CONTENTS

Page No.

1. Executive Summary ……………………………………………………….……………….. 3

2. About the company………………………………………………………………………………...……6

3. Outline of the problem / Task Undertaken…………………………………………………..…….9

4. Research Methodology…………………………………………………………….…………….……11

4.1 Network operations center……………………………………………………….……..…….12

4.2 Introduction to Six Sigma………………………………………………………………...……16

4.3 Why Six Sigma development…………………………………………………………………21

4.3 Benefits and advantages of Six Sigma………………………………………………………22

4.4 Six Sigma in the Information Technology Services Sector………………………………..57

4.5 Six Sigma for Better IT Operations and Customer Satisfaction…………………......61

5. Contribution to the Host Organization ……………………….…………………………...67

6. Learning of the student through the Project ……...……………………………………..73

7. Reference….…………………………………………………………………………………74 1.1 Executive Summary

Network Operation Center are always under a great pressure to meet both technical and business service demands. In the past several years NOCs have become a more crucial part of the organization, taking on more tasks and responsibilities.

Six Sigma is a statistical concept that measures a process in terms of defects. Achieving "Six Sigma" means your processes are delivering only 3.4 defects per million opportunities (DPMO) - in other words, they are working nearly perfectly. Sigma (the Greek letter σ) is a term in statistics that measures standard deviation. In its business use, it indicates defects in the outputs of a process, and helps us to understand how far the process deviates from perfection.

A sigma represents 691462.5 defects per million opportunities, which translates to only 30.854% of non-defective outputs. That is obviously a poor performing process. If you have a process functioning at a three sigma level that means you're allowing 66807.2 errors per million opportunities, or delivering 93.319% non-defective outputs. That's much better, but we are still wasting money and disappointing our customers.

The central idea of Six Sigma management is that if you can...