EasyNet Inc is an integrated company in the information technology industry that deals with data management, information security, system development and hosting services. The company is headquartered in Michigan with seven regional offices in Texas, Montana, Oregon, Louisiana, Florida Missouri and California. The company was incorporated in September 1995 as a private limited company. EasyNet has experienced immense growth in its market share. In 2011, it applied for a license to engage in telecommunication by offering voice call and internet services to its customers in the seven states with a possibility to expand into neighboring States. The company deals with corporate clients who desire services of an experienced entity. Over the past years, all operations have performed seamlessly with the company heavily investing in infrastructure to ensure that the clients' needs and expectations are exceeded (Satzinger; 2016).
In 2016, EasyNet Inc engaged on a network upgrade to enable it serve its expanded market and fully launch the telecommunication business. The upgrade was successfully done with the new system integrating the functionalities of the old system. The company phased out the old system in stages, and by July 2016 it was fully operating on the new system. Upon complete phase-out and integration with the telecommunication system, there were some challenges which were experienced by some of the clients. Some processes did not perform as intended, and there were issues of system failure. The company reported customer dissatisfaction on two occasions when the system could not complete the online booking (Satzinger; 2016).
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The process was at operation and maintenance phase, and some of the challenges were reported at this stage. New personnel had been recruited and necessary changes implemented to enable seamless operation of the new system. Though the system was functioning as intended, there were instances when delays were experienced due to data traffic and network failure. The company had to boost its network severally to enhance connectivity. Even though the system was designed to accommodate more data and process using batch processing, it emerged that the stability of the network was the contributing factor in the said failures (Aized, 2012; Enoch, 2013; Satzinger; 2016).
The system failure, especially during periods of high traffic, raised concerns over the ability of the company to handle the increased volume of data. Some of the clients who rely on it complained about delays and losses experienced as a result of the outage. Even though they were happy, with the performance of the system under normal circumstances, their expectations were ruined by the delays and disruption experienced. The only relief was that such occurrences occurred infrequently and the company was responsive enough to boost its network, therefore, leading to delays only and not a total failure (Aized, 2012; Enoch, 2013; Satzinger; 2016).
Some of the clients engaged other service providers following the challenges experienced in the failure. In one instance, EasyNet Inc had to compensate for two clients as a result of lost revenues and customer claims caused by the failure of the system. One client terminated their contract citing unreliable system as the cause of their decision.
A six sigma team would have divided the project into smaller goals which are easier to monitor and control. It makes sense to design smaller projects that culminate into a larger one, and if issues arise, it is simpler to deal with them. With continuous improvement in the workflow, employees are also likely to be satisfied, and their workload will ultimately decline. The team would have enhanced communication throughout the organization, therefore, increasing trust. The team would have helped in improving time management and reduce cycle times. Overall, they will increase employee motivation leading to customer satisfaction (Aized, 2012; Enoch, 2013; Satzinger; 2016).
The six sigma team would have used both design FMEA and process FMEA. The former will help in maximising the quality of the system, improve its reliability and minimized failures associated with design. The later will assist in maximizing the quality, reliability, and productivity of the system it would also minimize production process and reduce any variations on the design specs (Aized, 2012; Enoch, 2013; Satzinger; 2016).
References
Aized, T. (2012). Total Quality Management and Six Sigma . InTech.
Enoch, O. K. (2013). Lean Six Sigma Methodologies and Organizational Profitability: A Review of Manufacturing SMEs in Nigeria. American Journal of Industrial and Business Management, 03 (06), 573-582. doi:10.4236/ajibm.2013.36066
Satzinger, J. W., Jackson, R. B., & Burd, S. D. (2016). Systems analysis and design in a changing world . Boston: Cengage Learning.
