This paper is a case study on the successful application of Six Sigma methodology in the information technology industry. The purpose of this paper is to improve the resolution time performance of an application support process.,Through brainstorming, the potential factors influencing the resolution time are identified. From the potential factors, the important factors, namely, day-wise ticket volume, team’s software engineering skill and domain expertise are shortlisted using test of hypothesis, correlation, etc. Then a model is developed using principal component regression, linking the critical to quality characteristic with the root causes or important factors. Finally, a solution methodology is developed using the model to obtain the team composition and size with optimum software skill and domain expertise to resolve the tickets within the required time.,The implementation of the solution resulted in improving the process performance significantly. The process performance index increased from 0.00 to 1.2 and parts per million reduced from 501366.31 to 153. 33.,The software engineers can use the similar approach to improve the performance of core software activities such as coding, testing and bug fixing. The approach can also be used for improving the performance of other skill-based operations such as error reduction in medical diagnostics.,This is one of the rare Six Sigma case studies on improving skill-based processes such as software development. The study also demonstrates the usefulness of the Six Sigma methodology for solving dynamic problems whose solution needs to be continuously adjusted with the changes in the input or process conditions.

中文翻译：

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使用六西格码方法提高应用程序支持流程的解决时间性能

本文是六西格码方法论在信息技术行业成功应用的案例研究。本文的目的是提高应用程序支持过程的解决时间性能。,通过头脑风暴，确定影响解决时间的潜在因素。从潜在因素中，使用假设检验、相关性等方法筛选出重要因素，即每日票量、团队的软件工程技能和领域专业知识。然后使用主成分回归开发模型，将关键因素与质量联系起来具有根本原因或重要因素的特征。最后，使用该模型开发了一种解决方案方法，以获得具有最佳软件技能和领域专业知识的团队组成和规模，以在所需时间内解决故障单。该解决方案的实施显着提高了流程绩效。过程性能指数从 0.00 增加到 1.2，百万分率从 501366.31 减少到 153。 33.,软件工程师可以使用类似的方法来提高核心软件活动的性能，如编码、测试和错误修复。该方法还可用于提高其他基于技能的操作的性能，例如减少医疗诊断中的错误。这是关于改善基于技能的流程（例如软件开发）的罕见六西格码案例研究之一。