Lean Six Sigma Secrets for the CIO: 1st Edition (Hardback) book cover

Lean Six Sigma Secrets for the CIO

1st Edition

By William Bentley, Peter T. Davis

CRC Press

288 pages | 64 B/W Illus.

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pub: 2009-09-25
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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.


"This book provides an interesting path to guide the reader to discover the art of linking basic statistical methodology with management tools. Many pieces of advice are given to the reader … . The authors succeed in showing how collaboration between managers, statisticians, and computer scientists is needed to investigate the main issues of interest, especially in the abundance of data generated nowadays in many different fields."

—Fulvia Pennoni, Associate Professor of Statistics, Department of Statistics and Quantitative Methods, University of Milano-Bicocca

"In a conversational, easy to digest manner, Bill and Peter deliver the tools you need to dig below the surface and get to the root of efficiency matters so that your organization can both survive and thrive in the coming years."

—Connie Siewert, Business Development Manager, IBM

"A thorough yet manageable treatise on virtually all the popular methods for improvement from the well known to the obscure and brings each one back to a common point of comparison with LEAN and Six Sigma. … Combines education on many aspects of the business improvement dilemma we all face with practical suggestions for how to use powerful techniques to address the problem."

— Tom Guthrie, Former VP of IT Operations & Current VP of Enterprise Architecture, Cox Communications

Table of Contents


Organizations as Systems

Profound Knowledge

Product/Service Lifecycle


Design and Development



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



ITSM and Six Sigma

ISO 27001


Theory of Constraints

Balanced Scorecards and Strategy Mapping

What is Lean Six Sigma?

Understanding Data


Discrete or Attribute

Input Versus Output

Data Collection Plan


Basic Sampling

Measurement System Analysis (MSA)

Gage R&R

Understanding Lean

What is Lean?

Socratic Method

A Kaizen Event


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?


Data Collection

Data Displays

Descriptive Statistics

Measures of Central Tendency: What Do You Mean?

Measures of Spread: What is the Range?



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


Kano Analysis

Voice of the Process

Going to Gemba


Just the Facts Ma’am: Genjitsu

The Three Reals

Process Flow Tools


Use Case Diagrams

Spaghetti Diagrams

LOVEM or Hate’m


Value Stream Mapping

Value-Added, Non-Value Added

Complexity Analysis

Time Value Maps

Value-Add Chart

Other Evaluation Techniques

Simulation Models


Industry Standards

Internet Research

Conducting a Limited Pilot

Poka-Yoke: Mistake Proofing

Working on Ideas


Six Thinking Hats

Mind Mapping

Affinity Diagrams



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


Controls Assessment Matrix

Tollgate Review

Plan Development


IT Frameworks

Shewart Constants


Useful Formulae




Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Business Communication / General
BUSINESS & ECONOMICS / Quality Control
COMPUTERS / Information Technology