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Two members of our staff have received their Black Belt certification in Lean Six Sigma. Six Sigma is a method that provides organizations the tools to improve the capability of their business processes. They conducted research on IT incident response times with a particular focus on the replacement of defective teacher laptops. Data showed that 84% of staff computers deployed during the test period had some degree of defect on delivery, resulting in customer downtime and the need for IT to revisit the issue. Estimates of lost productivity equated to more than 290 hours. Applying the Six Sigma methodology, the entire incident process was reduced by eliminating all steps related to inventory and customization. Results were dramatic and immediate. On initiation of our new laptop procedure, the defective rate withered from 84% to a 22% defective rate. In follow up to this project, we will apply Lean methods to our PC inventory management process.