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1. Six Sigma DMAIC Project
GEAE Account
Project Leader/Green Belt: Michael Spofford
Project Leader Title: Customer Engineer & Certified Green Belt
Project Start Date: November 11, 2001
Master Black Belt: Steven Bonacorsi

2. Six Sigma in Action
Technical Support Web Site
Customer Profile – 18,000-Seat Aircraft Engines Manufacturing and Service Company
Before Sigma =0.79
Business Problem & Impact
Searching for technical information at vendor sites is a long and
tedious process. GE ITS technicians experience a loss of
productivity due to the lack of centralization and non-digitization of
commonly used technical info.
Measure & Analyze
Data Collection: Cycle time and process steps when locating
technical info at vendor sites measured in Excel format by
GEAE technicians.
Root Causes: Long process steps , lack of centralization, and New Sigma = +6
non standard practices were recognized as root causes. T USL
Improve & Control 10
Units: 40
A web based tool was developed to centralize commonly
needed technical info and to standardize the practice of Defects 0
Frequency
locating these resources. 5 Opportunities per unit 1
Results/Benefits DPMO 0
Process steps were reduced to < 3 when locating technical
0
info reducing cycle time to 10.25 seconds with an
02 46 8 12 16
10 14
expected efficiency savings +8k (annually). Total Time
A savings of US$8.8K in 2003!