Six Sigma DMAIC Project

GE Medical Systems
High Availability Team (Hat)

Project Leader/Green Belt: Jay Mertens Project Leader Title: Network Engineer Project Start Date: February 27, 2003

Master Black Belt: Steven Bonacorsi

Six Sigma in Action Clarify Completeness

Customer Profile 20,000 seat Consumer Products company

Business Problem & Impact

Adherence to established Clarify procedures was only 55%. The result was inaccurate metrics representing how HAT contributes to the customer.

Process Capability Before

Measure & Analyze

Data Collection: Validate repeatability and reproducibility using AR&R methodology. Collected 100 Data points which allows us to determine current Clarify Accuracy. Root Causes: Clarify flexibility, Clarify Field definition, and HAT procedures and training were key causes to the level of inaccuracies.

Improve & Control

Adjustments were made to Clarify to add more granularity for better metrics, HAT members were trained, and documentation updated to reflect the improvements. This resulted in a 38% increase in accuracy! Weekly Clarify case reviews will be conducted to maintain process control.

Process Capability After

Inaccurate 7% Accurate 93%

Results/Benefits
Increased Clarify Accuracy to 93% and provided productivity savings of $88K by greatly reducing rework and metric reporting

A 38% improvement along with productivity savings of $88K!