Using Six Sigma, A real Case 
Gloriana Jiménez Chaverri
Quality Management
Exactus de Costa Rica, a company of Softland Group

Introduction:

The cycle in study begins when the customer includes a defect in the web site of Exactus. The case passes through various steps until the solution was delivered to the customer. The average time to complete the whole cycle was about 16 days, it included two complete departments. The project begins because this amount of time was not competitive and of course, brings dissatisfaction to the customer. The goal of the project, as shown in the Project Charter, was to reduce the cycle time of the process. We begin the project forming a group of 5 people, the sponsor, who was the CEO and the owner of the process who was the General Manager of R&D.

Learning Objectives:

First of all is a real case, is not just words. Almost all the software companies have a process for resolution and delivery of defect solutions for customers. This case is an example of how a software company can obtain extraordinary results using six sigma. It also will show and share our delivery processes, they maybe be helpful for some other companies. They will see step by step how the project was implemented using DMAIC and the results obtained in each one of the steps.

Outline:

  • Brief description of Exactus, purpose of the company
  • Six Sigma
  • Description of the process in study
  • Beginning of the project - Project Charter
    • Define
      • The problem
      • Business case
      • Sipoc
      • Goal
    • Metrics
      • Descriptive statistics
      • Graphics
      • Flowcharts
    • Analysis
      • Value process analysis
    • Implementation
      • Description of the new process
      • Pilot results
    • Control
      • Metric Results
  • Conclusion

Biography:

Gloriana Jiménez Chaverri's experience include the following:

  • 10 years working at Exactus, a software company of Costa Rica , in the quality assurance area.
  • CSQE by the ASQ
  • Completed the certification requirements for certified six sigma green belt by PXS (Performance Excellence Solutions, my certified code is PXSGD – 0050.
  • Completed the course for CSSBB, the project presented in this paper is the one that I sent to the ASQ as my certification project to do the exam, and it was approved.
  • Participated as an active member in all the meetings and execution of the group in charge of the propose project