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 on Exhibit 5 in Chapter 9 apply to the process that is information technology (IT) as much as they did to GWC’s order entry process.
