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Driving Business Impact for Key Customers

Summary: This article discusses how lean and Six Sigma approaches were used for process improvement by CMITS, a business group within Genpact, a business consulting firm. CMITS focuses on information technology (IT) and IT-managed projects and programs that typically include application development and maintenance, quality assurance, platform implementation and customization, infrastructure management, and end-user computing. CMITS was formed in 2012 after Genpact acquired a company specializing in IT-based capital markets solutions. Because Genpact already had a strong foundation in lean practices and the use of Six Sigma tools for problem solving and reengineering of customer processes, CMITS had much catching up to do. All of 2012 was spent building lean and Six Sigma within CMITS and introducing Six Sigma tools for process improvement. In spite of the fact that many process improvement projects had been executed for CMITS' customers, the customers had not yet benefited from CMITS' use of lean and Six Sigma. The article describes the causal analysis procedures used to identify the causes of this situation, and the strategy and approach used to remedy it.

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  • Topics: Lean, Six Sigma
  • Keywords: Six Sigma, Case study, Consulting, Process improvement, Information technology, Cause and effect analysis
  • Author: Sharma, Alok;
  • Journal: Six Sigma Forum Magazine