Six Sigma Quality and IT Governance share many process and can produce synergistic results when combined.

1. Six Sigma Quality & IT Governance Len Gangi, CISA

3. Customer Trust

4. Policies, Guidelines & Measures

5. CobIT, ISO 27001 /17799, ITIL, NIST

6. Internal & External Risk Assessments

8. Follow A Shared Value Roadmap 3 *Ref: CobIT Six Sigma Quality

10. Value-Based Market Differentiation

11. Operational Efficiency Assurance

12. Risk Mitigation Customer Loyalty

13. 5 Customer Building A Six Sigma Quality Program Quality Assurance Customer Sat Customer Quality Scorecard Service Assurance Six Sigma Quality Tools Analysis & Discovery Toolbox Root Cause Analysis Incident Reviews DMAIC Problem Solving SQC Service Improvement Teams Incident Response -- Capacity Planning -- Reliability and SLA’s Change Agents Quality Champions Process Team Steering Committee Senior Management / Customers / Resource Providers Policy Quality & IT Governance Programs Office Standards-Based Policies and Procedures Leadership

14. 6 53,440 60,000 50,000 40,000 30,000 4,960 20,000 192 3 10,000 - 3 Sigma 4 Sigma 5 Sigma 6 Sigma What Six Sigma Performance means to Customers Assurance, Reliability & Integrity Delivers 100% Satisfaction Reducing Defective Business Transactions

15. 7 Customer Satisfaction Benchmark“Good is not good enough”

16. 8 Management Systems Model (Improvement Teams) Service Teams Manage Specific Services (Product / Portfolio Leadership & Resources) Influence Process (common resource) Teams Process Teams Manage Critical and Common Processes (i.e. Reliability, Security & Continuity) Influence Service (specific) Teams CUSTOMER LEADERSHIP TEAM (Business Strategy, Organization & Management)

17. 9 Improvement Teams Deliver Results Define Total Imp by Target = 99%, Total Actual Imp = 95% C o n t r o l Measure Analyze Service Availability Improve

18. 10 Good Improvement Teams Eliminate Defects Define Total Imp by Target = 98%, Total Actual Imp =96% C o n t r o l Measure Analyze Improve

19. 11 Customer Building an IT Governance (Risk Management) Program Quality Assurance Certification Compliance Measure & Audit Service Assurance Risk Management Programs Prevention & Preparedness Technology Availability & Recovery Planning Business Availability Planning (Business Support Functions) Analysis & Discovery Business Impact Analysis IT Governance Improvement Teams Policy Steering Committee Key corporate stakeholders / clients / resource providers Quality & IT Governance Programs Office Standards-Based Policies and Procedures Leadership

20. Quality & IT Governance Address More than Catastrophic Disasters 12 *Ref: HP Continuity Planning

21. 13 Quality & IT Governance Mitigate Exponential Risks *Ref: HP Continuity Planning