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Going beyond the usual how-to guide, Lean Six Sigma Secrets for the CIO supplies proven tips and valuable case studies that illustrate how to combine Six Sigma’s rigorous quality principles with Lean methods for uncovering and eliminating waste in IT processes. Using these methods, the text explains how to take an approach that is all about improving IT performance, productivity, and security?as much as it is about cutting costs. Savvy IT veterans describe how to use Lean Six Sigma with IT governance frameworks such as COBIT and ITIL and warn why these frameworks should be considered starting points rather than destinations.

This complete resource for CIOs and IT managers provides effective strategies to address the human element that is so fundamental to success and explains how to maximize the voice of your customers while keeping in touch with the needs of your staff. And perhaps most importantly?it provides the evidence needed to build your case to upper management.

Supplying you with the tools to create methods that will bring out the best in your employees; Lean Six Sigma Secrets for the CIO provides the understanding required to manage your IT operations with unique effectiveness and efficiency in service of the bottom line.

Going beyond the usual how-to guide, Lean Six Sigma Secrets for the CIO supplies proven tips and valuable case studies that illustrate how to combine Six Sigma’s rigorous quality principles with Lean methods for uncovering and eliminating waste in IT processes. Savvy IT veterans describe how to use Lean Six Sigma with IT governance frameworks such as COBIT and ITIL and warn why these frameworks should be considered starting points rather than destinations.

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Introduction 
Organizations as Systems
     Profound Knowledge
     Product/Service Lifecycle
          Innovation
          Design and Development
          Operations
          Support
Defined Business and IT Processes
     The Process Function
     Business Process Mapping
     Process Variation
The Drivers
Concept of Control
     Control x, Monitor Y

IT: Alchemy or Science 
Craftsmen, Artists, and Engineers
Teams and Leadership
Commitment to Quality
     Organizational Readiness
     Organizational Situation
     Opportunity Assessment
IT Productivity
     Quality and Productivity Evolution

An Abundance of Wealth 
IT Governance
IT Compliance
Total Quality Management
ISO 9000
COBIT
ITIL
     ITSM and Six Sigma
ISO 27001
CMMI
Theory of Constraints
Balanced Scorecards and Strategy Mapping

What is Lean Six Sigma? 
Understanding Data
     Continuous
     Discrete or Attribute
     Input Versus Output
     Data Collection Plan
     Checksheets
     Basic Sampling
     Measurement System Analysis (MSA)
     Gage R&R
Understanding Lean
      What is Lean?
     Socratic Method
     A Kaizen Event
     SCORE
     Muda or Muri or Mura?
     Flow Time Efficiency
      Process Cycle Efficiency
     Capacity Constraints
     Five Ss
Understanding Six Sigma
     What is Six Sigma?
     What is a Standard Deviation?
     DMAIC
     Data Collection
          Data Displays
          Descriptive Statistics
          Measures of Central Tendency: What Do You Mean?
          Measures of Spread: What is the Range?
          Distributions
               Normal
               Non-Normal and the Central Limit Theorem
     Process Monitoring
          Variation Analysis
               Common Cause
               Special Cause
          Process Stability 
          Control Charts
               Types of Charts
               Interpreting Control Charts
          Process Capability
               Specification Limits
               Measuring Process Capability
          Identifying and Verifying Causes
               Root Cause Analysis
               Pareto Charts
               Five Whys
               Cause-and-Effect Diagrams
               C&E Matrix
Pulling IT All Together 
     Customer Relationship Management
      I Hear Voices
          Voice of the Business
          Voice of the Customer
               Critical-To-Quality
                Kano Analysis
          Voice of the Process
                Going to Gemba
               Gembutsu
               Just the Facts Ma’am: Genjitsu
               The Three Reals
     Process Flow Tools
          SIPOC
          Use Case Diagrams
          Spaghetti Diagrams
          LOVEM or Hate’m
          UML
          Value Stream Mapping
               Value-Added, Non-Value Added
               Complexity Analysis
               Time Value Maps
               Value-Add Chart
          Other Evaluation Techniques
               Simulation Models
               Benchmarking
               Industry Standards
               Internet Research
               Conducting a Limited Pilot
          Poka-Yoke: Mistake Proofing

Working on Ideas 
Brainstorming
Six Thinking Hats
Mind Mapping
Affinity Diagrams
Multivoting
TRIZ
Process Thinking

Developing Quality Systems 
Design for Six Sigma
DMADV Methodology and Tools
Project Control

Making Changes Effectively
Nobody Likes Changes
Looking at Change
Using Kaizen DMAIC

A Helpful Service Desk 
Service Support
Service Level Agreements
Customer Service

Leaning Security
Business Alignment 
Establish Baseline and Entitlement
Objective Development
Show Me the Money
Building the Team
Involving the Stakeholders
Identifying Risks
          FMEA
          Controls Assessment Matrix
Tollgate Review
Plan Development

Appendices:
IT Frameworks
Shewart Constants
Z-Values
Useful Formulae
Bibliography
Resource
Glossary

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