© IBM Corporation 2013
Lean Sigma Process Improvement PilotCustomer Challenges
1
� High process cost
� Long lead times
� Quality issues
� Historically grown processes
� Missing key performance indicators KPI
� Intransparent process activities
Customer Challenges and Pain Points
� How do you measure and controll your
processes?
� How satisfied are your customers with the
current process service quality?
� How transparent are your processes today?
� How and how often do you improve your
processes?
Key questions to your customer Target Audience
� COO, CFO, CIO
� Manager of internal Business & IT units
� Manager of Shared Service Centers
� Cross Industry
© IBM Corporation 2013
Lean Sigma Process Improvement PilotConsulting Method
2
Process Excellence requires continuously optimized processes correlated to a robust
IT infrastructure operation model
Process Optimization
focuses on the execution and
continuous improvement of a
single process and consists of
4 phases:
Scoping & Monitoring,
Current State Assessment,
Target Solution Generation,
Implementation & Monitoring
IT Operation Model
BPM Operating Model
Process
Optimization
StrategyGovernance
Technology
StructurePeople
ProcessesServices
Scoping & Mobilization
Current StateAssessment
Target Solution Generation
Implementation & Monitoring
Processes optimized by Lean Sigma are more efficient and meet customers needs better and to a higher
quality. However, for sustainable excellence a robust, correlated operational basis needs to be in place.
Lean Sigma
Lean identifies what is of
customers value and removes
non-value adding activities.
Six Sigma reduces defects and
variance and therefore increases
process stability and process quality.
Lean Sigma uses a set of quality management
methods:
statistical & analytical methods, brainstorming,
root cause analysis, Pareto chart, 5Whys &
Ishikawa diagrams, QFD, etc.
B A
Operation Model
focuses on the whole process
landscape and consists of 4
correlated dimensions:
Strategy/Governance,
Processes/Services,
Structure/People,
Technology
1
2
3
4
© IBM Corporation 2013
Lean Sigma Process Improvement PilotConsulting Approach
3
We recommend our proven approach of 5 Workshops to improve a process – from the
Current State pain points to Target State and a matching Implementation Plan
Workshop 5Implementation
Plan
Workshop 4Target solution
generation
Workshop 3Map the current
state
Workshop 2Understand the current state
Workshop 1Kick-off & awareness
training
1 Day 1 Day 2 - 3 Days 2 Days 1 - 2 Days
Week 5Week 3 Week 7 Week 9Week 1
Scoping &
Mobilization
Current State
Assessment
Target Solution
Generation
Implementation
& Monitoring
• Define goals and scope
• Allocate resources
• Set up project plan
• Identify & quantify
customer requirement
(CSPR)
• Build current process
map
• Gather data, prepare
for evaluation and map
to the process
• Identify root causes
• Generate solutions using
lean sigma techniques
• Design target process map
(based on Industry
Standards, eg. APQC or
ITIL for IT processes)
• Run the Pilot
• Prepare process
control
• Implement Solution
• Deliver the benefits
1 2 3 4
IT Operation Model
BPM Operating Model
Process
Optimization
Strategy
Governance
Technology
Structure
People
Processes
Services
Scoping & Mobilization
Current StateAssessment
Target Solution Generation
Implementation & Monitoring
1
2
3
4
© IBM Corporation 2013
Lean Sigma Process Improvement PilotCustomer Benefit
4
A pilot provides rapid benefits across business units, proves that the method works in the organization’s
environment and provides the basis for decision making regarding a way forward into a comprehensive
Lean program.
A pilot has proven itself to be useful to kickstart a process excellence program, creating momentum for Lean
across all involved business units.
Typically a pilot consists of 1 - 2 processes and takes 8 – 10 weeks: Cost range: 40k CHF – 70k CHF
Why not starting with an introduction day:
Lean Sigma Crash Course, customized to client’s need? Cost fix 5k CHF.
Value Proposition
Contact Information
Reto M. Waldispühl
Principal / Senior
Managing Consultant
IT Service Management
IT Strategy & Design
IBM Switzerland Ltd.
Vulkanstrasse 106, P.O. Box
CH-8010 Zurich
+41-76 317 72 13
More Information
Customer Reference:
several customers cross-industry
(e.g. International insurance company,
Swiss retail company, Swiss industry SME)
