using six sigma with a large is infrastructure system

1

6-Sigma, DMAIC for Stability

Using Six Sigma with aLarge IS Infrastructure System

2


Background:

• Large, multi-million dollar software/infrastructure project completed pilot and was in the early phases of deployment

• The system was experiencing post-pilot issues that were not being resolved

• Internal clients were reacting ‘emotionally’ to the issues being experienced in the field

• Anecdotal information was running rampant among the field users

• Issues resulted in a direct impact to the end-customer• Various technology SWAT teams were put in place to try

to resolve the immediate issues with limited success• The system deployment was put on hold• Very limited knowledge of Six Sigma within NCC

3


CTQ’s Defined 1. On-line Mode2. Customer Transaction Accuracy3. Service Availability4. Speed5. Support

Define/Measure – One week accelerated process

IP-S/F Process Flow

ArgoW/S

NetworkCSM

ArgoRM &

AS

SMI& MQ

MFCIMS, etc...

MFBTM

CentralProof,

Day-2, IP

EJ

C-TreeDB

Transactions (trxs) in IP mode will get sent to the WS C-Tree DB. Transactions can be stuck here for x –time until the user goes back into Argo.

After WS comes out of IP (into RD) mode, the batch is pulled out of the C-Tree DB and sent through the normal process. The C-Tree DB is logically deleted.

Items left on C-Tree DB

The user must close the batch after going in and out of IP mode- nothing in system currently forces the user to perform this function.

UDBDB

S/F trxs can get written to 2 SF tables in the database if other problems persist dow nstream. S/F trxs also get written to 5 EJ tables.

EJEJEJEJ All trxs get written to the EJ Who can validate? Any items not written here, but get passed through to BTM? (Mike Cozzens)

S/F tables will get cleared out by batch(GRP#). Who can validate? Any items getting stuck here? (Mike Cozzens)

As items are moved out of S/F, the status on the EJ is changed to Accepted.

Who can validate status change? (Mike Cozzens)

Can a Rejected $trxs be stored in the EJ when not in S/F mode? (Peggy Kansy) (ie if acct is closed, etc.)

As items come out of S/F, they can be caught in a loop if a piece of the SMI layer is dow n.

Argo RM expects a response from MQ w/in 15 seconds. If no response, trxs go to S/F mode.

Trxs can go to the MQ dead-letter queue if problems w ith Biztalk Map. These are automatically purged and sent to the S/F tables.

EAI

Follow-up with Mike Youmans on EAI queuing (deadletter queues?) Is there a routine that validates CIMS and BTM are in synch?

EAI controls where a trxs will go betw een the MF processes. A $ trxs will get passed to both CIMS and BTM.

Do all transactions ALWAYS get written to both? (Doug Coil)

CP database is updated w ith all adjustment trxsincluding manual trxs entered by CP users.

IP-S/F Process Flow

ArgoW/S

NetworkCSM

ArgoRM &

AS

SMI& MQ

MFCIMS, etc...

MFBTM

CentralProof,

Day-2, IP

EJ

C-TreeDB

Transactions (trxs) in IP mode will get sent to the WS C-Tree DB. Transactions can be stuck here for x –time until the user goes back into Argo.

After WS comes out of IP (into RD) mode, the batch is pulled out of the C-Tree DB and sent through the normal process. The C-Tree DB is logically deleted.

Items left on C-Tree DB

The user must close the batch after going in and out of IP mode- nothing in system currently forces the user to perform this function.

UDBDB

UDBDB

S/F trxs can get written to 2 SF tables in the database if other problems persist dow nstream. S/F trxs also get written to 5 EJ tables.

EJEJEJEJ All trxs get written to the EJ Who can validate? Any items not written here, but get passed through to BTM? (Mike Cozzens)

S/F tables will get cleared out by batch(GRP#). Who can validate? Any items getting stuck here? (Mike Cozzens)

As items are moved out of S/F, the status on the EJ is changed to Accepted.

Who can validate status change? (Mike Cozzens)

Can a Rejected $trxs be stored in the EJ when not in S/F mode? (Peggy Kansy) (ie if acct is closed, etc.)

As items come out of S/F, they can be caught in a loop if a piece of the SMI layer is dow n.

Argo RM expects a response from MQ w/in 15 seconds. If no response, trxs go to S/F mode.

Trxs can go to the MQ dead-letter queue if problems w ith Biztalk Map. These are automatically purged and sent to the S/F tables.

EAI

Follow-up with Mike Youmans on EAI queuing (deadletter queues?) Is there a routine that validates CIMS and BTM are in synch?

EAI controls where a trxs will go betw een the MF processes. A $ trxs will get passed to both CIMS and BTM.

Do all transactions ALWAYS get written to both? (Doug Coil)

CP database is updated w ith all adjustment trxsincluding manual trxs entered by CP users.

* Le ge nd a t Bottom of Cha rt

Se

ve

rity

De

tec

tio

n

Oc

cu

rre

nc

e

S*D*O Da ta Colle ction Opportunitie s

Syste m /Se q # Function/Proce ss Possible Fa ilure Mode

Effe ct of fa ilure (De fe ct) S D O RPN

Action to Elim ina te or Re duce Risk

Cus t Conne ctions 0

33 Argo W /S IP M ode de fe cts

Da y2, Cust, CP, Ite m Proc 9 9 9 729

Count of Trans actions total and IP-m ode ,Count of Adj, Whe n, le ngth of tim e and re occurace of IP-M ode

78 Argo RM & AS Se rvice s on a Re que s t M anage r faile d

CP, Ite m Proc, Da y2, Te lle r, Cust 9 9 9 729

Re je ct Que ue s , Sam ple of 100% trans m ak e it to IP

79 Argo RM & AS Se rvice s on the Application Se rve r failing

CP, Ite m Proc, Da y2, Te lle r, Cust 9 9 9 729


32 Argo W /S IP M ode (as de s igne d) Cust, Te lle r 3 9 9 243

Re je ct Que ue s , Sam ple of 100% trans m ak e it to IP, Count of Trans actions total and IP-m ode ,Count of Adj, Whe n, le ngth of tim e and re occurace of IP-M ode

35 Argo W /S Store and forw ard m ode de fe cts

Da y2, Cust, CP, Ite m Proc 9 9 3 243

Re je ct Que ue s , Sam ple of 100% trans m ak e it to IP, Count of Trans actions total and IP-m ode ,Count of Adj, Whe n, le ngth of tim e and re occurace of IP-M ode , Late proce s s ing date to trans actions date

37 Argo W /S Incorre ct Balance Re ports

Te lle r Ba la nce a t EOD, CP 9 9 3 243

Count of Adj (focus opn m anual type s (cas h/adj)(

43 Argo W /S Argo k nock s us e r off s ys te m

Te lle r, Cust, Othe r im pa cts unknow n 3 9 9 243 Us e r tick e ts in s upport ce nte r?

44 Argo W /S

End of day cutove r w he n in IP m ode / trans actions s till s tore d on w ork s tation w ith no w ay of re tr ie ving the trxs Cust, CP, Ite m Proc 3 9 9 243


60 Argo W /S

** Track Re cord 10509 – Outage Dur ing M ainte nance Trans actions Can M is le ad Ope rator into double e ntry/double pos t

Cust, Te lle r, Ite m Proc, Da y2, CP 9 9 3 243 Double pos t e rror s us pe ct re port

72 Ne tw orkPartial failove r re cove ry be tw e e n HH/Ops Ce nte r

Te lle r, Cust, Da y2, Ite m Proc, CP 9 9 3 243


82 Argo RM & AS Store & forw ard que ue not cle ar ing Ite m Proc, Cust, CP 9 9 3 243Re je ct Que ue s , Sam ple of 100% trans m ak e it to IP

88 Argo Rm & ASRe je ct in Argo EJ, but doe s not pas s through to BTM CP, Ite m Proc, Cust 9 9 3 243


111EAI & CIMS M/F Proce sse s CIM S Re je ct w he n forw arde d from S/F Cust, Ite m Proc, CP 9 3 9 243


119 BTM M/F Proce sse sRe cove re d Batch Proce s s - unk now n is s ue s ye t to be dis cove re d CP, Ite m Proc 9 3 9 243


FMEA(>120 items)

Customer TellerArgoW/S

NetworkCSM

ArgoRM &

AS

SMI& MQ

MFEAI

CIMS..

MFBTM

CentralProof,

Day-2, IP

UDBDB

EJ

*By Processing Date:Count of Total Trans(Fin)Count of Total in IP-Mode(Fin)

*By Processing Date:# of Adjustments

IP-Mode – by BR/CashboxMTTR (mean time to repair)MTBF (mean time between failure)Occurrence Rate

* relationship

Analyze the ADSSYSIP file for late S/F transactions not coming off of the Workstation.

Compare everything in EJ that didn’t make it to BTM

Compare everything in BTM that didn’t get written to EJ

Show successful transactions captured in the EJ that also were successful in the BTM.

A BTM Reject report shows what was rejected or errored out when trying to get posted to BTM.

Central Proof Adjustment database.Analysis of

MQ/Biztalk queues will be provided for Pilot branches

Main collection points for Analysis

CTQ’s FMEA

Process Flow Data Collection Plan

4


Measure/Analyze – Torturing the data

• Segmented the data using Pareto charts – focused discussions around what is a ‘defect’

• Determined current Sigma value and process capability

• Established baseline measurements of major defects prior to production improvements

Sample

Pro

port

ion

3128252219161310741

0.3

0.2

0.1

0.0

_P=0.0264UCL=0.0273LCL=0.0256

Sample

%D

efe

ctiv

e

3020100

10.0

7.5

5.0

2.5

0.0

Summary Stats

0.00

PPM Def: 26440

Lower CI : 26323

Upper CI : 26558

Process Z: 1.9359

Lower CI :

(using 95.0% confidence)

1.9340

Upper CI : 1.9378

% Defective: 2.64

Lower CI : 2.63

Upper CI : 2.66

Target:

Sample Size

%D

efe

ctiv

e

4000002000000

30

20

10

0

24181260

30

20

10

0

Tar

1111111111111111111111

1

111

1

1

1

111

Capability Analysis - All Bank SetsP Chart

Tests performed with unequal sample sizes

Cumulative % Defective

Rate of Defectives

Dist of % Defective

Count

Perc

ent

% Available

Count4.6 2.5 1.3

Cum % 80.3 91.6 96.2 98.7 100.0

192 27 11 6 3Percent 80.3 11.3

97%

to

97.9

9%

Less

Tha

n 96

.99%

98%

to

98.9

9%

99%

to

99.7

5%

99.7

6% to

100%

250

200

150

100

50

0

100

80

60

40

20

0

Pareto Chart of Proportion Available

Processing Date

Pro

port

ion

1/22

/200

4

1/15

/200

4

1/9/

2004

1/5/20

04

12/29/

2003

12/2

2/20

03

12/1

6/20

03

12/10/

2003

12/4

/200

3

0.25

0.20

0.15

0.10

0.05

0.00

_P=0.0462UCL=0.0477LCL=0.0447

11

1

1

1

11

1

1111

1

1

11

1

11

1

1111111111

1

1

111

1

PA 'ip mode'' to 'Total Trx'


Processing Date

Pro

port

ion

1/22

/200

4

1/15

/200

4

1/9/

2004

1/5/20

04

12/29/

2003

12/2

2/20

03

12/1

6/20

03

12/10/

2003

12/4

/200

3

0.25

0.20

0.15

0.10

0.05

0.00

_P=0.0547UCL=0.0564LCL=0.0529

11111

1

1

11

1

1111

1

1

11

1

1

1

11

1

1

1

1

11

11

1

11

1

1

KY ''ip mode' to 'Total Trx'


5


Improve - Pilot Branch – Recap

• Technical support teams sent to remote site locations to implement proposed improvements

• Six Sigma team measured and validated each improvement• Matched data to observations in the field

Fin

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* * * * * * * * P r o c e s s i n g

D a t e S t a r tP r o c e s s i n g

D a t e E n d B K B R B r a n c h

C a s h b o x

T o t a l T r x

T o t a l F i n T r x

T o t a l N o n F i n T r x

o n l i n e T r x

O n l i n e F i n T r x

O n l i n e n o n f i n t r x

i p m o d e

I P f i n m o d e

I P n o n f i n t r x T o t a l %

T o t a l D P M O

A l l T r a n s S h o r t

t e r m z -v a l u e

( s i g m a ) F i n %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 2 6 5 7 1 5 6 5 1 0 9 2 2 6 5 7 1 5 6 5 1 0 9 2 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %

2 / 1 1 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 2 2 6 9 1 1 4 7 9 1 2 1 2 2 5 7 7 1 4 0 8 1 1 6 9 1 1 4 7 1 4 3 4 . 2 4 % 4 2 3 6 3 3 . 2 2 4 . 8 0 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 3 4 6 0 2 2 4 6 5 2 1 3 7 4 5 5 9 2 4 4 1 2 1 1 8 4 3 2 4 1 9 0 . 9 3 % 9 3 4 4 3 . 8 5 0 . 9 7 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 4 8 3 8 4 2 3 4 1 5 8 3 8 4 2 3 4 1 5 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 6 7 8 2 4 0 0 3 8 2 7 8 2 4 0 0 3 8 2 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %

2 / 1 0 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 7 1 9 7 2 1 0 7 7 8 9 5 1 9 7 2 1 0 7 7 8 9 5 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 8 2 2 4 2 1 1 6 4 1 0 7 8 2 1 9 1 1 1 3 1 1 0 6 0 5 1 3 3 1 8 2 . 2 7 % 2 2 7 4 8 3 . 5 0 2 . 8 4 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 0 2 5 0 9 1 2 7 3 1 2 3 6 2 5 0 9 1 2 7 3 1 2 3 6 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 1 4 6 1 7 2 4 9 2 2 1 2 5 4 5 2 3 2 4 4 3 2 0 8 0 9 4 4 9 4 5 2 . 0 4 % 2 0 3 6 0 3 . 5 5 1 . 9 7 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 2 1 9 6 8 9 9 9 9 6 9 1 9 6 8 9 9 9 9 6 9 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 1 1 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 2 0 1 0 1 9 1 0 1 9 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 5 0 5 5 3 4 2 1 5 5 3 4 2 1 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 5 1 6 0 3 5 2 5 6 0 3 5 2 5 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %

T o t a l s 2 5 0 0 3 1 3 4 0 7 1 1 5 9 6 2 4 7 0 1 1 3 2 3 0 1 1 4 7 1 3 0 2 1 7 7 1 2 5 1 . 2 1 % 1 2 0 7 9 3 . 7 5 1 . 3 2 %* * * * * * * S t a r t in g f o r t r a n s a c t io n s a f t e r c lo s e o f b u s in e s s F r id a y 2 / 6

******** P r o c e s s in g D a t e B K B R

T o t a l T r x

T o t a l F in T r x

T o t a l N o n F in T r x

o n line T r x

O n line F in T r x

O n line

n o n f in t r x

ip m o d

e

IP f in m o d

e

IP n o n f in t r x T o t a l %

T o t a l D P M O

A ll T r a n s S h o r t

t e r m z -v a lu e

( s ig m a) F in %

F in D P M O

Fin T r a n s S h o r t

t e r m z -v a lu e

( s ig m a)

C P P A A d j

C o u n t

C P A d j T o t a l

%

C P A d j T o t a l

D P M O

A ll A d j T r a n s S h o r t

t e r m z -v a lu e

( s ig m a)

2 /9 /2 0 0 4 4 6 5 6 7 3 5 5 0 1 9 4 4 1 6 0 6 3 4 6 6 1 8 9 5 1 5 7 1 8 4 4 9 3 5 2 .3 7 % 2 3 6 6 2 3 .4 8 2 .5 2 % 2 5 2 0 6 3 .4 6 9 0 .4 6 % 4 6 3 0 4 .1 02 /1 0 /2 0 0 4 4 6 5 6 7 1 8 8 8 1 0 1 5 8 7 3 1 8 8 8 1 0 1 5 8 7 3 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 3 0 .3 0 % 2 9 5 6 4 .2 52 /1 1 /2 0 0 4 4 6 5 6 7 1 7 7 0 9 4 0 8 3 0 1 7 7 0 9 4 0 8 3 0 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 2 0 .2 1 % 2 1 2 8 4 .3 62 /1 2 /2 0 0 4 4 6 5 6 7 1 7 6 7 9 4 3 8 2 4 1 7 6 7 9 4 3 8 2 4 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 4 0 .4 2 % 4 2 4 2 4 .1 32 /1 3 /2 0 0 4 4 6 5 6 7 3 3 6 8 1 7 3 5 1 6 3 3 3 3 6 8 1 7 3 5 1 6 3 3 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 1 6 0 .9 2 % 9 2 2 2 3 .8 62 /1 7 /2 0 0 4 4 6 5 6 7 5 0 4 8 2 8 0 2 2 2 4 6 5 0 4 8 2 8 0 2 2 2 4 6 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 1 5 0 .5 4 % 5 3 5 3 4 .0 52 /1 8 /2 0 0 4 4 6 5 6 7 1 8 9 3 1 0 1 5 8 7 8 1 6 7 5 8 8 7 7 8 8 2 1 8 1 2 8 9 0 1 1 .5 2 % 1 1 5 1 6 1 2 .7 0 1 2 .6 1 % 1 2 6 1 0 8 2 .6 4 6 0 .5 9 % 5 9 1 1 4 .0 22 /1 9 /2 0 0 4 4 6 5 6 7 1 7 0 2 9 2 5 7 7 7 1 7 0 2 9 2 5 7 7 7 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 9 0 .9 7 % 9 7 3 0 3 .8 42 /2 0 /2 0 0 4 4 6 5 6 7 2 7 6 4 1 4 3 2 1 3 3 2 2 7 6 4 1 4 3 2 1 3 3 2 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 8 0 .5 6 % 5 5 8 7 4 .0 42 /2 3 /2 0 0 4 4 6 5 6 7 1 2 5 3 6 5 6 5 9 7 1 2 5 3 6 5 6 5 9 7 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 2 0 .3 0 % 3 0 4 9 4 .2 4

To ta ls 2 5 0 0 3 1 3 4 0 7 1 1 5 9 6 2 4 7 0 1 1 3 2 3 0 # # # # 3 0 2 1 7 7 1 2 5 1 .2 1 % 1 2 0 7 9 3 .7 5 1 .3 2 % 1 3 2 0 2 3 .7 2 7 4 0 .5 5 % 5 5 2 0 4 .0 4******* S ta r t in g f o r tr a n s a c t io n s a f te r c lo s e o f b u s in e s s F r id a y 2 /6

D a t e

B R

N b r B r N a me

D a t e

C o nv e rt

A re a

E x e c ut i v e

B T M V o l

P ro c e s s e d

7 7 8 0

O p e r

ke y e d

7 7 8 0

P e rc e nt

Ke y e d

T e l l e r

Ke y e d

T e l l e r

P e rc e nt

Ke y e d D P M O S i g ma

Ke y e d b y

C a s hb o x

= 1 2 3 4 6 7 8 10 11 12 2 0 5 0 5 1

9 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 4 2 2 3 7 8 .77% 3 5 8 .2 9 % 8 2 9 3 8 2 .8 9 1 3 3 3 1 2 2 2

10 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 78 10 3 .6 0 % 10 3 .6 0 % 3 59 71 3 .3 0 3 3 3 1

11-Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 6 0 19 7.3 1% 2 3 8 .8 5% 8 8 4 6 2 2 .8 5 6 6 2 5 4

12 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 4 7 5 2 .0 2 % 14 5.6 7% 56 70 0 3 .0 8 1 6 6 1

13 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 4 73 12 2 .54 % 2 0 4 .2 3 % 4 2 3 0 0 3 .2 2 4 4 6 2 4

17-Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 6 9 0 2 6 3 .77% 2 9 4 .2 0 % 4 2 0 0 0 3 .2 3 3 1 4 2 2 1 9 4 3

18 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 4 2 7 2 .8 9 % 6 2 .4 8 % 2 4 79 3 3 .4 6 1 4 1

19 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 18 4 1.8 3 % 8 3 .6 7% 3 6 6 9 7 3 .2 9 2 1 2 1 1 1

2 0 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 3 8 4 2 1 5.4 7% 2 6 6 .77% 6 770 8 2 .9 9 4 2 2 2 11 3 2

TOTAL 3 ,2 14 171 5.3 2 % 53 2 0 5 3 .11 14 19 2 5 7 5 11 12 3 1 2 8 14 5 0 0

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* * * * * * * * P r o c e s s i n g

D a t e S t a r tP r o c e s s i n g

D a t e E n d B K B R B r a n c h

C a s h b o x

T o t a l T r x

T o t a l F i n T r x

T o t a l N o n F i n T r x

o n l i n e T r x

O n l i n e F i n T r x

O n l i n e n o n f i n t r x

i p m o d e

I P f i n m o d e

I P n o n f i n t r x T o t a l %

T o t a l D P M O

A l l T r a n s S h o r t

t e r m z -v a l u e

( s i g m a ) F i n %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 2 6 5 7 1 5 6 5 1 0 9 2 2 6 5 7 1 5 6 5 1 0 9 2 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %

2 / 1 1 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 2 2 6 9 1 1 4 7 9 1 2 1 2 2 5 7 7 1 4 0 8 1 1 6 9 1 1 4 7 1 4 3 4 . 2 4 % 4 2 3 6 3 3 . 2 2 4 . 8 0 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 3 4 6 0 2 2 4 6 5 2 1 3 7 4 5 5 9 2 4 4 1 2 1 1 8 4 3 2 4 1 9 0 . 9 3 % 9 3 4 4 3 . 8 5 0 . 9 7 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 4 8 3 8 4 2 3 4 1 5 8 3 8 4 2 3 4 1 5 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 6 7 8 2 4 0 0 3 8 2 7 8 2 4 0 0 3 8 2 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %

2 / 1 0 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 7 1 9 7 2 1 0 7 7 8 9 5 1 9 7 2 1 0 7 7 8 9 5 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 8 2 2 4 2 1 1 6 4 1 0 7 8 2 1 9 1 1 1 3 1 1 0 6 0 5 1 3 3 1 8 2 . 2 7 % 2 2 7 4 8 3 . 5 0 2 . 8 4 %2 / 9 / 2 0 0 4 2 / 2 3 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 0 2 5 0 9 1 2 7 3 1 2 3 6 2 5 0 9 1 2 7 3 1 2 3 6 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 1 4 6 1 7 2 4 9 2 2 1 2 5 4 5 2 3 2 4 4 3 2 0 8 0 9 4 4 9 4 5 2 . 0 4 % 2 0 3 6 0 3 . 5 5 1 . 9 7 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 1 2 1 9 6 8 9 9 9 9 6 9 1 9 6 8 9 9 9 9 6 9 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 1 1 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 2 0 1 0 1 9 1 0 1 9 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 5 0 5 5 3 4 2 1 5 5 3 4 2 1 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %2 / 9 / 2 0 0 4 2 / 2 0 / 2 0 0 4 4 6 5 6 7 T r i- C o u n t y P la z a 5 1 6 0 3 5 2 5 6 0 3 5 2 5 0 0 0 0 . 0 0 % 0 6 . 0 0 0 . 0 0 %

T o t a l s 2 5 0 0 3 1 3 4 0 7 1 1 5 9 6 2 4 7 0 1 1 3 2 3 0 1 1 4 7 1 3 0 2 1 7 7 1 2 5 1 . 2 1 % 1 2 0 7 9 3 . 7 5 1 . 3 2 %* * * * * * * S t a r t in g f o r t r a n s a c t io n s a f t e r c lo s e o f b u s in e s s F r id a y 2 / 6

******** P r o c e s s in g D a t e B K B R

T o t a l T r x

T o t a l F in T r x

T o t a l N o n F in T r x

o n line T r x

O n line F in T r x

O n line

n o n f in t r x

ip m o d

e

IP f in m o d

e

IP n o n f in t r x T o t a l %

T o t a l D P M O

A ll T r a n s S h o r t

t e r m z -v a lu e

( s ig m a) F in %

F in D P M O

Fin T r a n s S h o r t

t e r m z -v a lu e

( s ig m a)

C P P A A d j

C o u n t

C P A d j T o t a l

%

C P A d j T o t a l

D P M O

A ll A d j T r a n s S h o r t

t e r m z -v a lu e

( s ig m a)

2 /9 /2 0 0 4 4 6 5 6 7 3 5 5 0 1 9 4 4 1 6 0 6 3 4 6 6 1 8 9 5 1 5 7 1 8 4 4 9 3 5 2 .3 7 % 2 3 6 6 2 3 .4 8 2 .5 2 % 2 5 2 0 6 3 .4 6 9 0 .4 6 % 4 6 3 0 4 .1 02 /1 0 /2 0 0 4 4 6 5 6 7 1 8 8 8 1 0 1 5 8 7 3 1 8 8 8 1 0 1 5 8 7 3 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 3 0 .3 0 % 2 9 5 6 4 .2 52 /1 1 /2 0 0 4 4 6 5 6 7 1 7 7 0 9 4 0 8 3 0 1 7 7 0 9 4 0 8 3 0 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 2 0 .2 1 % 2 1 2 8 4 .3 62 /1 2 /2 0 0 4 4 6 5 6 7 1 7 6 7 9 4 3 8 2 4 1 7 6 7 9 4 3 8 2 4 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 4 0 .4 2 % 4 2 4 2 4 .1 32 /1 3 /2 0 0 4 4 6 5 6 7 3 3 6 8 1 7 3 5 1 6 3 3 3 3 6 8 1 7 3 5 1 6 3 3 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 1 6 0 .9 2 % 9 2 2 2 3 .8 62 /1 7 /2 0 0 4 4 6 5 6 7 5 0 4 8 2 8 0 2 2 2 4 6 5 0 4 8 2 8 0 2 2 2 4 6 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 1 5 0 .5 4 % 5 3 5 3 4 .0 52 /1 8 /2 0 0 4 4 6 5 6 7 1 8 9 3 1 0 1 5 8 7 8 1 6 7 5 8 8 7 7 8 8 2 1 8 1 2 8 9 0 1 1 .5 2 % 1 1 5 1 6 1 2 .7 0 1 2 .6 1 % 1 2 6 1 0 8 2 .6 4 6 0 .5 9 % 5 9 1 1 4 .0 22 /1 9 /2 0 0 4 4 6 5 6 7 1 7 0 2 9 2 5 7 7 7 1 7 0 2 9 2 5 7 7 7 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 9 0 .9 7 % 9 7 3 0 3 .8 42 /2 0 /2 0 0 4 4 6 5 6 7 2 7 6 4 1 4 3 2 1 3 3 2 2 7 6 4 1 4 3 2 1 3 3 2 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 8 0 .5 6 % 5 5 8 7 4 .0 42 /2 3 /2 0 0 4 4 6 5 6 7 1 2 5 3 6 5 6 5 9 7 1 2 5 3 6 5 6 5 9 7 0 0 0 0 .0 0 % 0 6 .0 0 0 .0 0 % 0 6 .0 0 2 0 .3 0 % 3 0 4 9 4 .2 4

To ta ls 2 5 0 0 3 1 3 4 0 7 1 1 5 9 6 2 4 7 0 1 1 3 2 3 0 # # # # 3 0 2 1 7 7 1 2 5 1 .2 1 % 1 2 0 7 9 3 .7 5 1 .3 2 % 1 3 2 0 2 3 .7 2 7 4 0 .5 5 % 5 5 2 0 4 .0 4******* S ta r t in g f o r tr a n s a c t io n s a f te r c lo s e o f b u s in e s s F r id a y 2 /6

D a t e

B R

N b r B r N a me

D a t e

C o nv e rt

A re a

E x e c ut i v e

B T M V o l

P ro c e s s e d

7 7 8 0

O p e r

ke y e d

7 7 8 0

P e rc e nt

Ke y e d

T e l l e r

Ke y e d

T e l l e r

P e rc e nt

Ke y e d D P M O S i g ma

Ke y e d b y

C a s hb o x

= 1 2 3 4 6 7 8 10 11 12 2 0 5 0 5 1

9 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 4 2 2 3 7 8 .77% 3 5 8 .2 9 % 8 2 9 3 8 2 .8 9 1 3 3 3 1 2 2 2

10 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 78 10 3 .6 0 % 10 3 .6 0 % 3 59 71 3 .3 0 3 3 3 1

11-Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 6 0 19 7.3 1% 2 3 8 .8 5% 8 8 4 6 2 2 .8 5 6 6 2 5 4

12 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 4 7 5 2 .0 2 % 14 5.6 7% 56 70 0 3 .0 8 1 6 6 1

13 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 4 73 12 2 .54 % 2 0 4 .2 3 % 4 2 3 0 0 3 .2 2 4 4 6 2 4

17-Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 6 9 0 2 6 3 .77% 2 9 4 .2 0 % 4 2 0 0 0 3 .2 3 3 1 4 2 2 1 9 4 3

18 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 4 2 7 2 .8 9 % 6 2 .4 8 % 2 4 79 3 3 .4 6 1 4 1

19 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 2 18 4 1.8 3 % 8 3 .6 7% 3 6 6 9 7 3 .2 9 2 1 2 1 1 1

2 0 -Feb 56 7 Tri-C o unt y P laza 11/ 13 / 0 3 P B almert 3 8 4 2 1 5.4 7% 2 6 6 .77% 6 770 8 2 .9 9 4 2 2 2 11 3 2

TOTAL 3 ,2 14 171 5.3 2 % 53 2 0 5 3 .11 14 19 2 5 7 5 11 12 3 1 2 8 14 5 0 0

Date

Pro

port

ion

20-Feb19-Feb18-Feb17-Feb13-Feb12-Feb11-Feb10-Feb9-Feb

0.10

0.08

0.06

0.04

0.02

0.00

_P=0.0532

UCL=0.0876

LCL=0.0188

PA 567 - 'Teller Keyed' to 'BTM Vol Processed'


Processing Date

Pro

port

ion

2/23

/200

4

2/20

/200

4

2/19

/200

4

2/18

/200

4

2/17

/200

4

2/13

/200

4

2/12

/200

4

2/11

/200

4

2/10

/200

4

2/9/20

04

0.14

0.12

0.10

0.08

0.06

0.04

0.02

0.00

_P=0.0132

UCL=0.0266

LCL=011

1

11111

1

PA 567 - 'IP fin mode' to 'Total Fin Trx'


Processing Date

Pro

port

ion

2/23

/200

4

2/20

/200

4

2/19

/200

4

2/18

/200

4

2/17

/200

4

2/13

/200

4

2/12

/200

4

2/11

/200

4

2/10

/200

4

2/9/20

04

0.016

0.014

0.012

0.010

0.008

0.006

0.004

0.002

0.000

_P=0.00552

UCL=0.01420

LCL=0

PA 567 - 'CP PA Adj Count' to 'Total Fin Trx'


IP Financial Proportion by Cashbox

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

1 2 3 4 6 7 8 10 11 12 20 50 51

Cashbox

Pro

ce

ss

ing

2/9

- 2

/13

Fin %

0

5

10

15

20

25

30

35

40

2/9

/2004

2/1

0/2

004

2/1

1/2

004

2/1

2/2

004

2/1

3/2

004

2/1

4/2

004

2/1

5/2

004

2/1

6/2

004

2/1

7/2

004

2/1

8/2

004

2/1

9/2

004

2/2

0/2

004

Box 51

Box 50

Box 20

Box 12

Box 11

Box 10

Box 8

Box 7

Box 6

Box 4

Box 3

Box 1

6


Improve – Defect and Secondary metric analysis

Tracked the initial improvements by defect category and matched them to the Secondary Metrics

S u m m a r y o f B r a n c h e s fo r P la n n e d R o llo u t W e e k

Pro

port

ion

2 7 - A p r2 0 - A p r1 3 - A p r6 - A p r3 0 - M a r2 3 - M a r1 6 - M a r9 - M a r2 - M a r

0 .0 1 1

0 .0 1 0

0 .0 0 9

0 .0 0 8

0 .0 0 7

_P = 0 .0 0 8 2 6 8

U C L= 0 .0 0 8 8 4 4

LC L= 0 .0 0 7 6 9 1

1

1

1

1

11

'A D J A r g o C o u n t' b y 'T o t F in T r x 'Fo r P r o c e s s in g w e e ks o f Fe b 9 t h r u Fe b 2 7

Ba s e lin e fo r p r e - d e p o s it tr u n ca tio n r o llo u t ( P A - 4 6 , K Y - 3 1 O n ly)

T e s ts p e r fo r m e d w ith u n e q u a l s a m p le s iz e s


Pro

port

ion

2 7 -A p r2 0 -A p r1 3 -A p r6 -A p r3 0 -M ar2 3 -M ar1 6 -M ar9 -M ar2 -M ar

0 .5 2

0 .5 1

0 .5 0

0 .4 9

0 .4 8

0 .4 7

0 .4 6

0 .4 5

_P = 0 .4 8 3 3 5U C L= 0 .4 8 7 4 8

LC L= 0 .4 7 9 2 3

1

1

1

1

1

1

1

1

1

'T r u n c = Y ' b y 'T r u n c T o ta l 'Fo r P r o c e s s in g w e e ks o f Fe b 9 t h r u Fe b 2 7

Ba s e lin e fo r p r e - d e p o s it tr u n ca tio n r o llo u t



Pro

port

ion


0 . 0 1 5 0

0 . 0 1 2 5

0 . 0 1 0 0

0 . 0 0 7 5

0 . 0 0 5 0

_P = 0 . 0 0 6 3 7U C L= 0 . 0 0 6 8 8

L C L= 0 . 0 0 5 8 6

1

11

11

1

1

11

' I P F in T r x ' b y 'T o t F in T r x 'Fo r P r o c e s s in g w e e ks o f Fe b 9 t h r u Fe b 2 7

Ba s e lin e fo r p r e - d e p o s it tr u n c a tio n r o llo u t


0 . 0 0 0 0

0 . 0 0 2 0

0 . 0 0 4 0

0 . 0 0 6 0

0 . 0 0 8 0

0 . 0 1 0 0

0 . 0 1 2 0

0 . 0 1 4 0

0 . 0 1 6 0

0 . 0 1 8 0

0 . 0 2 0 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

7 2

7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A ll

B a s e lin e F e b 9 - 2 7

0 .4 0 0 0

0 .4 5 0 0

0 .5 0 0 0

0 .5 5 0 0

0 .6 0 0 0

0 .6 5 0 0

0 .7 0 0 0

0 .7 5 0 0

0 .8 0 0 0

0 .8 5 0 0

0 .9 0 0 0

0 .9 5 0 0

1 .0 0 0 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

3/1

2/2

00

4

0 7 2

0 7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A v g

A v g B a s e lin e F e b

- 0 . 0 0 1 0

0 . 0 4 9 0

0 . 0 9 9 0

0 . 1 4 9 0

0 . 1 9 9 0

0 . 2 4 9 0

0 . 2 9 9 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

7 2

7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A ll


Ad

just

me

nt

Rat

eT

run

cati

on

Rat

eIP

-Mo

de R

ate

Baseline

Baseline

Baseline


Pro

port

ion


0 .0 1 1

0 .0 1 0

0 .0 0 9

0 .0 0 8

0 .0 0 7

_P = 0 .0 0 8 2 6 8

U C L= 0 .0 0 8 8 4 4

LC L= 0 .0 0 7 6 9 1

1

1

1

1

11

'A D J A r g o C o u n t' b y 'T o t F in T r x 'Fo r P r o c e s s in g w e e ks o f Fe b 9 t h r u Fe b 2 7

Ba s e lin e fo r p r e - d e p o s it tr u n ca tio n r o llo u t ( P A - 4 6 , K Y - 3 1 O n ly)



Pro

port

ion

2 7 -A p r2 0 -A p r1 3 -A p r6 -A p r3 0 -M ar2 3 -M ar1 6 -M ar9 -M ar2 -M ar

0 .5 2

0 .5 1

0 .5 0

0 .4 9

0 .4 8

0 .4 7

0 .4 6

0 .4 5

_P = 0 .4 8 3 3 5U C L= 0 .4 8 7 4 8

LC L= 0 .4 7 9 2 3

1

1

1

1

1

1

1

1

1

'T r u n c = Y ' b y 'T r u n c T o ta l 'Fo r P r o c e s s in g w e e ks o f Fe b 9 t h r u Fe b 2 7

Ba s e lin e fo r p r e - d e p o s it tr u n ca tio n r o llo u t



Pro

port

ion


0 . 0 1 5 0

0 . 0 1 2 5

0 . 0 1 0 0

0 . 0 0 7 5

0 . 0 0 5 0

_P = 0 . 0 0 6 3 7U C L= 0 . 0 0 6 8 8

L C L= 0 . 0 0 5 8 6

1

11

11

1

1

11

' I P F in T r x ' b y 'T o t F in T r x 'Fo r P r o c e s s in g w e e ks o f Fe b 9 t h r u Fe b 2 7

Ba s e lin e fo r p r e - d e p o s it tr u n c a tio n r o llo u t


0 . 0 0 0 0

0 . 0 0 2 0

0 . 0 0 4 0

0 . 0 0 6 0

0 . 0 0 8 0

0 . 0 1 0 0

0 . 0 1 2 0

0 . 0 1 4 0

0 . 0 1 6 0

0 . 0 1 8 0

0 . 0 2 0 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

7 2

7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A ll


0 . 0 0 0 0

0 . 0 0 2 0

0 . 0 0 4 0

0 . 0 0 6 0

0 . 0 0 8 0

0 . 0 1 0 0

0 . 0 1 2 0

0 . 0 1 4 0

0 . 0 1 6 0

0 . 0 1 8 0

0 . 0 2 0 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

7 2

7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A ll


0 .4 0 0 0

0 .4 5 0 0

0 .5 0 0 0

0 .5 5 0 0

0 .6 0 0 0

0 .6 5 0 0

0 .7 0 0 0

0 .7 5 0 0

0 .8 0 0 0

0 .8 5 0 0

0 .9 0 0 0

0 .9 5 0 0

1 .0 0 0 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

3/1

2/2

00

4

0 7 2

0 7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A v g

A v g B a s e lin e F e b0 .4 0 0 0

0 .4 5 0 0

0 .5 0 0 0

0 .5 5 0 0

0 .6 0 0 0

0 .6 5 0 0

0 .7 0 0 0

0 .7 5 0 0

0 .8 0 0 0

0 .8 5 0 0

0 .9 0 0 0

0 .9 5 0 0

1 .0 0 0 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

3/1

2/2

00

4

0 7 2

0 7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A v g

A v g B a s e lin e F e b

- 0 . 0 0 1 0

0 . 0 4 9 0

0 . 0 9 9 0

0 . 1 4 9 0

0 . 1 9 9 0

0 . 2 4 9 0

0 . 2 9 9 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

7 2

7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A ll

B a s e lin e F e b 9 - 2 7- 0 . 0 0 1 0

0 . 0 4 9 0

0 . 0 9 9 0

0 . 1 4 9 0

0 . 1 9 9 0

0 . 2 4 9 0

0 . 2 9 9 0

3/1

/20

04

3/2

/20

04

3/3

/20

04

3/4

/20

04

3/5

/20

04

3/6

/20

04

3/7

/20

04

3/8

/20

04

3/9

/20

04

3/1

0/2

00

4

3/1

1/2

00

4

7 2

7 4

2 2 1

2 2 2

2 2 6

2 4 7

2 4 8

3 7 2

3 9 1

4 0 3

5 0 3

5 1 5

5 6 7

A ll


Ad

just

me

nt

Rat

eT

run

cati

on

Rat

eIP

-Mo

de R

ate

Baseline

Baseline

Baseline

7


Control - High Availability Maintained!

Online Availability

90.00%91.00%92.00%93.00%94.00%95.00%96.00%97.00%98.00%99.00%

100.00%

03/1

5/04

03/1

4/04

03/1

3/04

03/1

2/04

03/1

1/04

03/1

0/04

03/0

9/04

03/0

8/04

03/0

7/04

03/0

6/04

03/0

5/04

03/0

4/04

03/0

3/04

03/0

2/04

03/0

1/04

02/2

9/04

02/2

8/04

02/2

7/04

02/2

6/04

02/2

5/04

02/2

4/04

02/2

3/04

02/2

2/04

02/2

1/04

02/2

0/04

02/1

9/04

02/1

8/04

02/1

7/04

02/1

6/04

02/1

5/04

Transaction Date

Av

ail

ab

le P

erc

en

t

Target >= 98%

• Automated email sent to management team• Eliminated anecdotal conversations• Highlighted areas of process improvement not just technology improvement

8


Initial DMAIC project created spin-off efforts as a result of data collection and analysis:

• Detailed defect measurement and analysis at the individual user level

– exposed training and end-user created issues

• Manual vs. system process in the field – measuring the intended benefits of the system

– the simple measurement and reporting of the intended improvement caused a reduction in manual efforts and an increase on system usage

• Peripheral hardware usage – business case validation- peripheral hardware deployment was re-evaluated based on

usage numbers and cost per user

9

Questions?


using six sigma with a large is infrastructure system

Education