The Study of the Application of Six Sigma to Promote Information System Service Quality
With the increasing popularity of the Internet, Information System (IS) has become increasingly more profitable. The quality of the IS services should be confirmed prior to deploying it to the web site, resulting in customers that keep coming back. Therefore, this paper presents a framework that integrates Six Sigma Concept to improve the IS service process. The application in the selected company is a multi-tier framework system and there are 1,022 client sites distributed in Taiwan area, one broker server site and three application server sites, which concurrently access and store data from a centre database server. When delivering application to the Intranet, users dissatisfaction was at an all time high. We applied the Six Sigma quality cycle: Define, Measure, Analyze, Improve and Control (DMAIC) to resolve this problem. We plotted user complaints against response time (define), drew up a test plan and executed the load testing (measure), collected testing data from different client sites for analysis (analyze), found where the bottleneck was and fixed it (improve) and monitored the status to satisfy users requirement (control).
Process Improvement Six Sigma Information System Service Quality
Huey-Der Chu Jack Fei Yang
Takming University of Science and Technology, Taiwan St. Johns University, Taiwan
国际会议
武汉
英文
861-865
2010-06-06（万方平台首次上网日期，不代表论文的发表时间）