Title: Reducing defect generations in e-learning business: a Six Sigma approach

Authors: Prasun Das, Shirshendu Roy

Addresses: SQC & OR Unit, Indian Statistical Institute, 203 B.T. Road, Kolkata 700 108, India. ' Business Excellence Group, Tata Interactive Systems, Millennium City Information Technology Park, 6th Floor, Tower-II, Plot No. DN-62, Sector V, Salt Lake City, Kolkata-700091, India

Abstract: The process of learning, with significant technological development, has stepped forward towards e-learning not only for educational institutions but also for government and corporate businesses. The respective product development process of e-learning business often faces challenges in defect-free phases of the project life cycle across various types of projects. Higher the defect rate, higher is the reworking cost and lower is the productivity and customer dissatisfaction. This study attempts a disciplined, data-driven analytical Six-Sigma approach under DMAIC philosophy to reducing variation in one of such e-learning business processes, identifying controllable parameters for defect generation and taking necessary preventive actions. After taking actions on the critical activities, number of defects being generated and accordingly the amount of rework and efforts (man-months) consumed have been reduced satisfactorily. The statistical results show an improvement in the Pearson process capability index (C_pk) from 0.11 to 1.53.

Keywords: e-learning; size count; six sigma; DMAIC cycle; customer satisfaction; process capability indices; electronic learning; online learning; variation reduction; defect generation; quality improvement.

DOI: 10.1504/IJSSCA.2009.025164

International Journal of Six Sigma and Competitive Advantage, 2009 Vol.5 No.2, pp.113 - 126

Published online: 14 May 2009 *

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