Lean six sigma secrets for the CIO

Introduction Organizations as Systems Profound Knowledge Product/Service Lifecycle Innovation Design and Development Operations Support Defined Business and IT Processes The Process Function Business Process Mapping Process Variation The Drivers Concept of Control Control x, Monitor Y IT: Alchemy or Science Craftsmen, Artists, and Engineers Teams and Leadership Commitment to Quality Organizational Readiness Organizational Situation Opportunity Assessment IT Productivity Quality and Productivity Evolution An Abundance of Wealth IT Governance IT Compliance Total Quality Management ISO 9000 COBIT ITIL ITSM and Six Sigma ISO 27001 CMMI Theory of Constraints Balanced Scorecards and Strategy Mapping What is Lean Six Sigma? Understanding Data Continuous Discrete or Attribute Input Versus Output Data Collection Plan Checksheets Basic Sampling Measurement System Analysis (MSA) Gage R&R Understanding Lean What is Lean? Socratic Method A Kaizen Event SCORE Muda or Muri or Mura? Flow Time Efficiency Process Cycle Efficiency Capacity Constraints Five Ss Understanding Six Sigma What is Six Sigma? What is a Standard Deviation? DMAIC Data Collection Data Displays Descriptive Statistics Measures of Central Tendency: What Do You Mean? Measures of Spread: What is the Range? Distributions Normal Non-Normal and the Central Limit Theorem Process Monitoring Variation Analysis Common Cause Special Cause Process Stability Control Charts Types of Charts Interpreting Control Charts Process Capability Specification Limits Measuring Process Capability Identifying and Verifying Causes Root Cause Analysis Pareto Charts Five Whys Cause-and-Effect Diagrams C&E Matrix Pulling IT All Together Customer Relationship Management I Hear Voices Voice of the Business Voice of the Customer Critical-To-Quality Kano Analysis Voice of the Process Going to Gemba Gembutsu Just the Facts Ma'am: Genjitsu The Three Reals Process Flow Tools SIPOC Use Case Diagrams Spaghetti Diagrams LOVEM or Hate'm UML Value Stream Mapping Value-Added, Non-Value Added Complexity Analysis Time Value Maps Value-Add Chart Other Evaluation Techniques Simulation Models Benchmarking Industry Standards Internet Research Conducting a Limited Pilot Poka-Yoke: Mistake Proofing Working on Ideas Brainstorming Six Thinking Hats Mind Mapping Affinity Diagrams Multivoting TRIZ Process Thinking Developing Quality Systems Design for Six Sigma DMADV Methodology and Tools Project Control Making Changes Effectively Nobody Likes Changes Looking at Change Using Kaizen DMAIC A Helpful Service Desk Service Support Service Level Agreements Customer Service Leaning Security Business Alignment Establish Baseline and Entitlement Objective Development Show Me the Money Building the Team Involving the Stakeholders Identifying Risks FMEA Controls Assessment Matrix Tollgate Review Plan Development Appendices: IT Frameworks Shewart Constants Z-Values Useful Formulae Bibliography Resource Glossary