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The Study of the Application of Six Sigma to Promote Information System Service Quality

机译：六西格玛应用促进信息系统服务质量的研究

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摘要

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).
机译：随着互联网的普及日益普及，信息系统（IS）已经变得越来越有利可图。在将其部署到网站之前，应确认是服务的质量，从而导致不断回归的客户。因此，本文介绍了一个框架，它集成了六个Sigma概念以改善IS服务过程。所选公司中的应用程序是一个多层框架系统，并且在台湾区域，一个代理服务器站点和三个应用程序服务器站点中分发了1,022个客户端站点，它同时访问和存储来自中心数据库服务器的数据。在向内联网提供申请时，用户不满在始终高。我们应用了六个Sigma质量周期：定义，测量，分析，改进和控制（DMAIC）来解决这个问题。我们绘制了用户对响应时间（定义）的投诉（定义），从而提高了测试计划并执行了负载测试（测量），从不同客户端站点进行分析（分析）的收集测试数据，发现瓶颈并固定它（改进）和监控满足用户要求（控制）的状态。

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