Six Sigma Quality and IT Governance
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Six Sigma Quality & IT Governance Len Gangi, CISA
description
Six Sigma Quality and IT Governance share many process and can produce synergistic results when combined.
Transcript of Six Sigma Quality and IT Governance
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
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Follow A Shared Value Roadmap
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*Ref: CobIT
Six Sigma Quality
Produce Synergistic Results From Common Goals
Customer Loyalty
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Customer Satisfaction & Trust Value-Based Market Differentiation Operational Efficiency Assurance Risk Mitigation
Quality Performance
ITPerformance
Customer
Perception
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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
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What Six Sigma Performance means to Customers
Assurance, Reliability & Integrity
Delivers 100% Satisfaction
53,440
4,960
192 3
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10,000
20,000
30,000
40,000
50,000
60,000
3 Sigma 4 Sigma 5 Sigma 6 Sigma
Reducing Defective Business Transactions
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Customer Satisfaction Benchmark“Good is not good enough”
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•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
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Improvement TeamsDeliver Results
Actual
Target
Good
Define
Measure
Analyze
Improve
Total Imp by Target = 99%, Total Actual Imp = 95%
Control
Service Availability
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Improvement TeamsEliminate Defects
0
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600
Jul-0
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Jul-0
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Actual
Target
Define
Measure
Analyze
Improve
Control
Total Imp by Target = 98%, Total Actual Imp =96%
Good
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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
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*Ref: HP Continuity Planning
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Quality & IT GovernanceMitigate Exponential Risks
*Ref: HP Continuity Planning
