In the Define phase, the Six Sigma team in a software product development company found that customers identified many issues in the beta version of its software.
However, if all the issues raised were to be fixed, timelines would slip and the budget would increase. The team then calculated the number of changes and the time and budget required for fixing these issues in the Measure phase.
In the Analyze phase, the team determined if the changes were aligned with the scope of the project and then identified changes that should be made. It also identified conflicting changes pointed out by the reviewers, communication gaps between the developers and the customers, and ways in which changes were communicated to the developers as other major causes of the issues.
In the Improve phase, the Six Sigma team took several steps, such as determining the limitations of the software, having regular meetings with customers, identifying the appropriate application to communicate the changes to the developers, creating change requests, and monitoring the implementation of the approved changes until closure to eliminate the issues.
Finally, appropriate mechanisms were set up in the Control phase to monitor the regularity of meetings and communication between the developers and customers as well as to monitor the performance and usage of the change request feature.