THE IMPROVEMENT OF BANKING SOFTWARE DEVELOPMENT PROJECT BY USING SIX-SIGMA FRAMEWORK (CASE: OMNI CHANNEL PROJECT AT DANA BANK)

• Main Author: Winardiansah, Reza
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/49191
• Institution: Institut Teknologi Bandung

Delivering a software product with good quality is a challenging constraint which is usually sacrificed in order to meet other management constraints such as cost, scope and time. SylicaSoft Group is a regional consulting and technology company which focus on delivering software products to the banking and insurance industry. Within the last three years, the overall Gross Profit Margin for Indonesia's projects were below the management target (65%). It was identified that most of the projects were having a poor-quality product issue. The objectives of this final project are to find the root cause(s) of the unachievable Gross Profit Margin target set by the company management and identify the improvement opportunities. The Six-Sigma ‘DMAIC’ (Define-Measure-Analyse-Improve-Control) framework is used as an analytical problem-solving approach. Dana Bank's projects are used as data samples to be analysed and conduct the improvement. Historical projects were used during Define phase, Omni Channel Phase 1 was used during Measure phase and Omni Channel Phase 2 was used during Improvement phase. Several Six-Sigma tools are used for this final project. On Define phase, the Voice of Customer used to analyse customer Critical to Quality, then Six-Sigma project charter was made. On Measure phase, the baseline measurement metrics was identified, which are Gross Profit Margin and Sigma Level. On Analyse phase, the issue was analysed using Pareto Chart, Fishbone Diagram and Current Reality Tree. On Improve phase, the solution was chosen based on literature study and strengthened by calculation of Weighted Decision Matrix, then project simulation was conducted to validate the improvement solution. On Control phase, the post project analysis was conducted for future improvement. Project delivery quality is the main issue to be solved. During the first project on Six-Sigma Measure phase, it was identified there are total 288 defects found, the Gross Profit Margin was 57.98% and Sigma Level was 2.5. Out of 288 defects, 80% was due to Deliberate deviations from software requirements (63 defects), Faulty definition of requirement (59 defects), Client-Developer communication problem (55 defects) and Documentation Errors (53 defects). On Six-Sigma Analysis phase, it was identified that the root cause is due to the current Software Development Life Cycle (SDLC) used, the Waterfall model. On Six-Sigma Improve phase, the second project was conducted using alternative SDLC model, Agile-Scrum. It was identified that the defect was reduce quite significant with total 88 defects found, the Gross Profit Margin was improved and meet the management target at the figure of 65.85%, and the Sigma Level also improve to 3.25. The final project results are expected to give a view and alternative to SylicaSoft on the SDLC used for their project delivery process.