Lean Six Sigma Secrets for the CIO


Going beyond the usual how-to guide, Lean Six Sigma Secrets for the CIO supplies proven tips and valuable case studies that illustrate how to combine Six Sigma?s rigorous quality principles with Lean methods for uncovering and eliminating waste in IT processes. Using these methods, the text explains how to take an approach that is all about improving IT performance, productivity, and security?as much as it is about cutting costs. Savvy IT veterans describe how to use Lean Six Sigma with IT governance frameworks ...

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Going beyond the usual how-to guide, Lean Six Sigma Secrets for the CIO supplies proven tips and valuable case studies that illustrate how to combine Six Sigma’s rigorous quality principles with Lean methods for uncovering and eliminating waste in IT processes. Using these methods, the text explains how to take an approach that is all about improving IT performance, productivity, and security—as much as it is about cutting costs. Savvy IT veterans describe how to use Lean Six Sigma with IT governance frameworks such as COBIT and ITIL and warn why these frameworks should be considered starting points rather than destinations.

This complete resource for CIOs and IT managers provides effective strategies to address the human element that is so fundamental to success and explains how to maximize the voice of your customers while keeping in touch with the needs of your staff. And perhaps most importantly—it provides the evidence needed to build your case to upper management.

Supplying you with the tools to create methods that will bring out the best in your employees; Lean Six Sigma Secrets for the CIO provides the understanding required to manage your IT operations with unique effectiveness and efficiency in service of the bottom line.

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Editorial Reviews

From the Publisher
"This book provides an interesting path to guide the reader to discover the art of linking basic statistical methodology with management tools. Many pieces of advice are given to the reader … . The authors succeed in showing how collaboration between managers, statisticians, and computer scientists is needed to investigate the main issues of interest, especially in the abundance of data generated nowadays in many different fields."
—Fulvia Pennoni, Associate Professor of Statistics, Department of Statistics and Quantitative Methods, University of Milano-Bicocca

"In a conversational, easy to digest manner, Bill and Peter deliver the tools you need to dig below the surface and get to the root of efficiency matters so that your organization can both survive and thrive in the coming years."
—Connie Siewert, Business Development Manager, IBM

"A thorough yet manageable treatise on virtually all the popular methods for improvement from the well known to the obscure and brings each one back to a common point of comparison with LEAN and Six Sigma. … Combines education on many aspects of the business improvement dilemma we all face with practical suggestions for how to use powerful techniques to address the problem."
— Tom Guthrie, Former VP of IT Operations & Current VP of Enterprise Architecture, Cox Communications

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Product Details

  • ISBN-13: 9781439803790
  • Publisher: Taylor & Francis
  • Publication date: 9/29/2009
  • Edition number: 1
  • Pages: 300
  • Product dimensions: 6.40 (w) x 9.30 (h) x 0.80 (d)

Meet the Author

William (Bill) Bentley (BSEE, MSEE, Six Sigma Master Black Belt, Lean Black Belt) is the owner and president of Value-Train, a process improvement consulting and training firm started in 2002. Bill’s college education is in electrical engineering (advanced automatic control systems) and he practiced that in various roles with Procter & Gamble, Frito-Lay, and Nabisco Brands for twenty years. His last assignment in that career was director of automation for Nabisco Brands. He subsequently managed engineering and software operations for various companies, with his most recent corporate position being president and CEO of MDT Software in Atlanta.

Peter T. Davis (CISA, CMA, CISSP, CWNA, CCNA, CMC, CISM, COBIT FL, ITIL v3 FL, ISSPCS, PMP, SSGB, CGEIT) founded Peter Davis + Associates as an information technology governance firm specializing in the security, audit, and control of information. A battle-scarred information systems veteran, his career includes positions as programmer, systems analyst, security

administrator, security planner, information systems auditor, and consultant. Peter also is the past president and founder of the Toronto Information Systems Security Association (ISSA) chapter, past recording secretary of the ISSA’s International Board and past Computer Security Institute Advisory Committee member. He has

written or co-written numerous articles and ten books including Hacking Wireless Networks for Dummies and Securing and Controlling Cisco Routers. He was listed in the International Who’s Who of Professionals. In addition, he was only the third editor

in the three-decade history of EDPACS, a security, audit, and control publication.

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Table of Contents

Organizations as Systems
Profound Knowledge
Product/Service Lifecycle
Design and Development
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
ITSM and Six Sigma
ISO 27001
Theory of Constraints
Balanced Scorecards and Strategy Mapping

What is Lean Six Sigma?
Understanding Data
Discrete or Attribute
Input Versus Output
Data Collection Plan
Basic Sampling
Measurement System Analysis (MSA)
Gage R&R
Understanding Lean
What is Lean?
Socratic Method
A Kaizen Event
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?
Data Collection
Data Displays
Descriptive Statistics
Measures of Central Tendency: What Do You Mean?
Measures of Spread: What is the Range?
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
Kano Analysis
Voice of the Process
Going to Gemba
Just the Facts Ma’am: Genjitsu
The Three Reals
Process Flow Tools
Use Case Diagrams
Spaghetti Diagrams
LOVEM or Hate’m
Value Stream Mapping
Value-Added, Non-Value Added
Complexity Analysis
Time Value Maps
Value-Add Chart
Other Evaluation Techniques
Simulation Models
Industry Standards
Internet Research
Conducting a Limited Pilot
Poka-Yoke: Mistake Proofing

Working on Ideas
Six Thinking Hats
Mind Mapping
Affinity Diagrams
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
Controls Assessment Matrix
Tollgate Review
Plan Development


IT Frameworks
Shewart Constants
Useful Formulae

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