SixSigma
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4
EDS Main Services
IT and Infrastructure Services IT/IS
24/7 Data Center
Networking
Security & Privacy
Application Management
Workplace
• Managing > 1 million applications • Maintaining > 2.3 billion lines of code • 60 centers of expertise around the world
Percent
11
2000000
SLA Penalty $'s
80
1500000
60
1000000
40
500000
20
SLA Penalty $ Percent Cum %
0
SLA1 1579739 65.1 65.1
SLA2 215590 8.9 74.0
SLA3 151858 6.3 80.3
SLA4 132147 5.4 85.7
12
DEFINE
D M A I C
Teradata Query Response Time High-level Process Map
Performed Every 5 Minutes
VM Batch Job sends Login & SQL Query to Teradata System Teradata System validates login request Teradata System processes SQL Query against internal data tables Teradata System returns data results ofSQL Query VM Batch Job writes returned data to file & sends logoff Teradata System logs offUserID of VM Batch Job
Send back “Login Accepted” Message
B
1
F Send back SQL Data
C Check DB table access rights
2
N Table Access OK? Y
D
Process SQL ‘Test’ Query
[ Simple Select from table = [ SUPD0700. SUPT0108], for flight leg#, flight #, & Date]
6
Six Sigma at EDS
Kicked off in 2006 •280 MBB’s and BB’s worldwide •Green Belt program started in 2007 • • – 500 to date Lean Six Sigma • BB = 4 weeks separated by one month • All 5 phases per week •Average project savings to cost = 6:1 ratio •Implementing Six Sigma projects at Kaizen speed •> 4,500 have gone through intro to •All training except MBB done internally
1
Insert photo here
Lean Six Sigma Project: Mainframe Response Time Performance Improvement
Thomas Witte, MBB, ASQ - CQM and Senior Member
About EDS
• Approximately 140,000 employees in 46 different countries • $20+ B in annual revenue • EDS has developed an Agility Alliance. This alliance represents broad-based companies that are globally recognized for their quality, products and value to clients.
9
DEFINE: Scoping the Problem
D M A I C
• Can the project be completed within 4 months? • Will it take more than 7 people on the team? • Will the project deliver results for both the client and company? • Does the project have a high probability of success? • Do we already know a solution?
7
Six Sigma Project Presentation
Mainframe Response Time Performance Improvement: Meeting the Customer’s Expectations of Speed
8
DEFINE: The Problem
Initial Problem Statement:
10
DEFINE: Scoping the Problem
D M A I C
Using Pareto to help scope
Pareto Chart of J'06-F'07 SLA Penalties
2500000 100
Hardware issue. New mainframes on order. All of the penalty is being “earned back” for good performance. Query response time issue. Chronic problem unknown cause.
Cisco EMC Microsoft Oracle SAP Sun Xerox
3
EDS Main Services
Business Process Outsourcing BPO
Domain Expertise Process Excellence
Economies Of Scale
EDS ‘VM’ Mainframe
Receive ‘Security Error’ Message Receive ‘Login Accepted’ Message Send SQL Query to Teradata System
Receive ‘Access Error’ Message Receive SQL Query Data results 4 Write SQL data to file Send ‘Logoff’ request tgin time to database table
SLA MEASURE Response time = ( Log -off time – Log -in time )
Teradata O /S writes logofftime to database table
]
Write Login timestamp to ‘DBC. logonoff’ table
G
2
Process Steps involved in SLA measurement Proposed ‘Test Points” within Process to capture times at each of the identified process steps within the overall process
1
2
3
Channel Attached connectivity between VM and Teradata System
EDS (NCR) Teradata System
Send back “Login Rejected” Message A Teradata receives and processes Login Request N Check Login Security Login OK? Y
E? Teradata Logs off UserID “DTS 001 H”
G
1
Stop
Write Login timestamp to ‘DBC. logonoff’ table = X =
B
SLA ‘Response Time’ = [ Duration between these two timestamps
SLA5 127302 5.2 91.0
SLA6 81002 3.3 94.3
SLA7 75097 3.1 97.4
SLA8 62337 2.6 100.0
0
DEFINE: Scoping the Problem
Revised Problem Statement:
D M A I C
The Mainframe Service (SLA3) is a shared data warehouse environment in which queries should take less than 0.5947 seconds. Its monthly average response time performed below the Expected Service Level 10 of the last 12 months with unpredictable & irregular volume and processing load, causing $160,000 of penalties on each incident for EDS and customer dissatisfaction. Goal: Consistently attain a monthly average query response time equal to or less than .5947 seconds specification limit.
EDS Main Services
IT and Infrastructure Services IT/IS
24/7 Data Center
Networking
Security & Privacy
Application Management
Workplace
• Managing > 1 million applications • Maintaining > 2.3 billion lines of code • 60 centers of expertise around the world
Percent
11
2000000
SLA Penalty $'s
80
1500000
60
1000000
40
500000
20
SLA Penalty $ Percent Cum %
0
SLA1 1579739 65.1 65.1
SLA2 215590 8.9 74.0
SLA3 151858 6.3 80.3
SLA4 132147 5.4 85.7
12
DEFINE
D M A I C
Teradata Query Response Time High-level Process Map
Performed Every 5 Minutes
VM Batch Job sends Login & SQL Query to Teradata System Teradata System validates login request Teradata System processes SQL Query against internal data tables Teradata System returns data results ofSQL Query VM Batch Job writes returned data to file & sends logoff Teradata System logs offUserID of VM Batch Job
Send back “Login Accepted” Message
B
1
F Send back SQL Data
C Check DB table access rights
2
N Table Access OK? Y
D
Process SQL ‘Test’ Query
[ Simple Select from table = [ SUPD0700. SUPT0108], for flight leg#, flight #, & Date]
6
Six Sigma at EDS
Kicked off in 2006 •280 MBB’s and BB’s worldwide •Green Belt program started in 2007 • • – 500 to date Lean Six Sigma • BB = 4 weeks separated by one month • All 5 phases per week •Average project savings to cost = 6:1 ratio •Implementing Six Sigma projects at Kaizen speed •> 4,500 have gone through intro to •All training except MBB done internally
1
Insert photo here
Lean Six Sigma Project: Mainframe Response Time Performance Improvement
Thomas Witte, MBB, ASQ - CQM and Senior Member
About EDS
• Approximately 140,000 employees in 46 different countries • $20+ B in annual revenue • EDS has developed an Agility Alliance. This alliance represents broad-based companies that are globally recognized for their quality, products and value to clients.
9
DEFINE: Scoping the Problem
D M A I C
• Can the project be completed within 4 months? • Will it take more than 7 people on the team? • Will the project deliver results for both the client and company? • Does the project have a high probability of success? • Do we already know a solution?
7
Six Sigma Project Presentation
Mainframe Response Time Performance Improvement: Meeting the Customer’s Expectations of Speed
8
DEFINE: The Problem
Initial Problem Statement:
10
DEFINE: Scoping the Problem
D M A I C
Using Pareto to help scope
Pareto Chart of J'06-F'07 SLA Penalties
2500000 100
Hardware issue. New mainframes on order. All of the penalty is being “earned back” for good performance. Query response time issue. Chronic problem unknown cause.
Cisco EMC Microsoft Oracle SAP Sun Xerox
3
EDS Main Services
Business Process Outsourcing BPO
Domain Expertise Process Excellence
Economies Of Scale
EDS ‘VM’ Mainframe
Receive ‘Security Error’ Message Receive ‘Login Accepted’ Message Send SQL Query to Teradata System
Receive ‘Access Error’ Message Receive SQL Query Data results 4 Write SQL data to file Send ‘Logoff’ request tgin time to database table
SLA MEASURE Response time = ( Log -off time – Log -in time )
Teradata O /S writes logofftime to database table
]
Write Login timestamp to ‘DBC. logonoff’ table
G
2
Process Steps involved in SLA measurement Proposed ‘Test Points” within Process to capture times at each of the identified process steps within the overall process
1
2
3
Channel Attached connectivity between VM and Teradata System
EDS (NCR) Teradata System
Send back “Login Rejected” Message A Teradata receives and processes Login Request N Check Login Security Login OK? Y
E? Teradata Logs off UserID “DTS 001 H”
G
1
Stop
Write Login timestamp to ‘DBC. logonoff’ table = X =
B
SLA ‘Response Time’ = [ Duration between these two timestamps
SLA5 127302 5.2 91.0
SLA6 81002 3.3 94.3
SLA7 75097 3.1 97.4
SLA8 62337 2.6 100.0
0
DEFINE: Scoping the Problem
Revised Problem Statement:
D M A I C
The Mainframe Service (SLA3) is a shared data warehouse environment in which queries should take less than 0.5947 seconds. Its monthly average response time performed below the Expected Service Level 10 of the last 12 months with unpredictable & irregular volume and processing load, causing $160,000 of penalties on each incident for EDS and customer dissatisfaction. Goal: Consistently attain a monthly average query response time equal to or less than .5947 seconds specification limit.
