Six Sigma Project Case Study Overview by Master Black Belt Steven Bonacorsi, International Standard for Lean Six Sigma (ISLSS). General Electic ACFC "At the Customer, for the Customer"

1. Six Sigma DMAIC Project
BMW Account
Project Leader/Green Belt: Jim Strong
Project Leader Title: Network Engineer
Project Start Date: March 3, 2003
Master Black Belt: Steven Bonacorsi

2. Six Sigma in Action
Remedy Ticket Cycle Time
Process Capability – Before
Customer Profile – Network Engineering Dept. at
Automobile Manufacturing facility.
Business Problem & Impact
Network Engineers not documenting time accurately, causing
department to be unable to add new staff.
Measure & Analyze
Data Collection: Average daily cycle time measured at 352
minutes per day with a 48% daily success rate of 360 minutes. Process Capability – After
Root Causes: No ticket generated and not enough billable
work identified as root causes.
Improve & Control
Staff was counseled on accurate time reporting including
generating remedy tickets for all work performed.
Results/Benefits
After project, average daily cycle time increased by 8% and
average daily successful days improved by 25%.
A 25% Gain in “Successful” Days!