Six Sigma Project Case Study Overview, from the General Electric "At the Customer, For the Customer" Six Sigma Program, led by Lean Six Sigma Master Black Belt and President of the International Standard for Lean Six Sigma (ISLSS) and Owner of the Lean Six Sigma Group

1. Software Store:
Special
Applications
GEAE Account
Project Leader: Steve Lynch
Service Delivery Leader
Start Date: September 19, 2002
Master Black Belt: Steven Bonacorsi

2. Six Sigma in Action
Software: Special Applications
Customer Profile – 8,000 seat Aircraft Engines manufacturing company
Business Problem & Impact Process Capability – Before
Report 8A: Product Benchmarks
GEAE shop floor end users experience unnecessary downtime during PPM
system replacement, due to incomplete configuration and uninstalled 1000000
required applications . One shop floor workstation can be down for days as
100000
multiple help desk tickets are required to get the system 100% functional. Z LT = 0
Measure & Analyze 10000
Data Collection: Shop floor deployment configuration and application 1000
Z ST = 1.5
installation was measured for completeness using operational definitions
100 Process is so bad that
provided by the GEAE Service administrator. The sigma value was 0.
Root Causes: GEITS not installing required applications or configuring 10
it can not even be
the system prior to deployment had the greatest impact on whether or not captured on the radar.
1
a Shop Floor replacement was delivered 100% complete. 0 1 2 3 4 5 6
Z.Bench (Short-Term)
Improve & Control
It was determined that having GEITS technicians install special
applications as well as configure shop floor systems prior to deployment Process Capability – After
would have the greatest impact on reducing down time. PPM Report 8A: Product Benchmarks
1000000
A new shop floor deployment process was implemented in March 2003,
with training sessions and documentation provided to deployment techs 100000
prior to rollout. 10000 Z LT = 6
VOC data and the Shop Floor deployment checklist gauged our success 1000 Z ST = 6
with all systems deployed 100% complete and VOC response of extremely
satisfied. 100
Results/Benefits 10
The new shop floor deployment process performs at 6 sigma capability. 1
The reduction in shop floor end user downtime was reduced <40 minutes, 0 1 2 3 4 5 6
resulting in a Customer efficiency savings of < $8500. Z.Bench (Short-Term)
An ACFC Project with an Expected Customer of $25,500 Annually!