Challenges Faced Today Offer Solutions for

Tomorrow
Six Sigma has come a long way from statistically oriented tools to todays not so data
driven tools like Lean and quality function deployment (QFD). The application of Six Sigma
across different sectors has made this change from statistical tools to softer tools possible.
The methodologies and framework have, ironically, occasionally lagged behind as they cope
with different industries. DMAIC (define, measure, analyze, improve, control) is applied the
same way in the information technology (IT) services sector as it was in manufacturing.
Some of the challenges facing Six Sigma in the IT sector are:

Lengthy projects
Data oriented tools
Lack of knowledge in a knowledge-based industry
Failure to properly use DMAIC in a software development project
Six-Sigma as a Project Based Approach
Historically Six Sigma has been termed a project-based approach to improvements. Each
project, however, could take between five weeks and six months. In the IT services sector
the length of the project is often too long to realize the benefits. Projects are completed,
resources are re-aligned and team members are transferred to other teams or sent to onsite
assignments. These changes affect the cohesiveness of improvement teams. Many Six
Sigma projects are either delayed or canceled due to lack of participation.

Minimize the Project Duration

A revised approach to Six Sigma should include a DMAIC life cycle of not more than three
weeks, and the complete Six Sigma project should not take longer than three to five weeks.
Six Sigma remains a project-based approach, but shortening the duration of the projects will
eliminate frequent changes at the organization level, and teams will see projects through to
completion. Six Sigma methodology and tools must be ingrained into the process framework
so that it becomes part of business as usual. This reduces the cycle time for executing
projects.
A successful Six Sigma program empowers employees with problem solving tools. The
benefits of Six Sigma are realized when employees or teams use Six Sigma tools,
methodologies and philosophies as part of their day-to-day activities. Though not projectbased these improvements drive the true bottom-line.

Six-Sigma as a Data Driven Approach

The IT services sector as a whole is still evolving when it comes to metrics. Companies are
investing huge amounts of effort in arriving at good indicators of project/organizational
health. It is difficult to have a database created for a team, which results in a longer measure
phase. In the absence of data, personal opinions take over and adversely impact the

effectiveness of the framework. As projects stretch and lose their focus, teams lose faith in
Six Sigma.
The strength of Six Sigma lies in the data driven approach, hence it has to be supported by a
well-implemented metrics program throughout the organization. With the inclusion of Lean in
the Six Sigma framework, practitioners can use fewer data oriented tools.

Six-Sigma Professes Y = f (X)

Software engineering activities are largely manual and are greatly dependent on the skill of
the developer. The IT sector is knowledge base driven organizations are investing huge
amounts of money in finding skills outside the organization or developing them internally. Six
Sigma offers little in terms of improving the productivity of engineering teams a teams
productivity increases as it moves up the learning curve.

Improve Skills and Knowledge with Minimal

Cost
The software engineering process rests heavily on manual processes. Results have some
inherent inconsistencies because of the varying capabilities of individual developers. The
new approach has to focus on automation and optimizing the learning curve. With the
majority of the organizations costs going toward manpower, increasing employee knowledge
is core to management. Companies are focusing on support functions such as organizational
training and cultural awareness classes. Six Sigma projects create strong processes that
enhance learning and reduce costs without compromising the efficacy of the function. A
focused application of Six Sigma concepts in developing the knowledge management
processes would yield positive results within the services sector.

Choosing the Methodology

Unlike repetitive manufacturing processes, software development is an engineering activity
and, therefore, DMAIC fails to help achieve improvements by inculcating quality into the
software engineering process. Some companies are exploring options of inculcating Design
for Six Sigma (DFSS) tools/methodologies into the software engineering process these still
need to be integrated with the software engineering frameworks like the capability maturity
model integration (CMMi) and ISO (the worldwide federation of national standards bodies for
approximately 130 countries). It is important to remember software engineering activities are
not repetitive; the true benefit lies in integrating tools into the frameworks like CMMi and ISO.
Organizations are working on applying Six Sigma tools as part of the software engineering
practices. Some of the tools that have a wider application can be:

Failure mode effect analysis (FMEA) helps organizations reveal the overall system
architecture for any kind of failure and helps reduce potential test defects especially in
system and field testing.

QFD used during the requirements gathering and analysis phases help prioritize
requirements and high-level technical solutions by providing engineers leads into areas to
be considered in the system.

Design of experiments (DOE) is used in test phases to identify test cases that best
match the expectations from the system. This is a useful approach when there are multiple
interactions between the features of a product. DOE can also assist in optimizing software
and hardware resources in a complex infrastructure project.
Although only a few tools are mentioned here, that does not limit the applicability of other Six
Sigma tools in an IT service organization. As industry awareness grows, more tools are
used.

Conclusion
Changes in the application of Six Sigma tools and methodology are evident in many different
forums. Change will only become more prevalent as the need for being more competitive
becomes a reality. Like any initiative in a business sector, process improvement managers
need to transform Six Sigma to suit their industry needs. Six Sigma experts must tailor the
tools for successful deployment and thereby help organizations improve their bottom lines.
Today companies that have reached the pinnacle are re-inventing themselves and Six Sigma
will find its place throughout IT service organizations.