ABSTRACT
Previous sections have shown how Six Sigma tools and concepts can be used to improve various aspects of system development, one project at a time. While these improvements are important and will result in reduced variation and increased customer satisfaction, even greater benefits can be obtained by treating IT as if it were a single process and seeking ways to improve that process. The DMAIC model described in Section II and the steps shown in Exhibit 9.5 apply to the process that is Information Technology as much as they did to GWC’s order entry process. Although IT is an existing process rather than a new initiative and thus not a typical candidate for DFSS, the use of selected DFSS tools can help in the improvement process, as can application of some lean manufacturing precepts.
