Process Improvement
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Select a process in your own organization that needs improvement and prepare a paper in which you address the following deliverables:
a. A description of the chosen process
b. An 'As-Is' flow chart of the process to be analyzed.
c. Describe the relationship of the process to the organization's strategic plan.
d. Identify the internal and external customers that are currently impacted by the process that would benefit from the process improvement.
e. Identify the most appropriate Quality Management tool that can be used to collect and present data on the process improvement changes.
f. Utilize your selected quality tool to analyze your process and identify process improvement opportunities.
g. Estimate the level of improvement that could be realized and the value of implementing this process improvement.
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Solution Summary
This solution describes a process within an organization that requires improvement. In particular, this solution describes the following:
A description of the chosen process
b. An 'As-Is' flow chart of the process to be analyzed.
c. Describe the relationship of the process to the organization's strategic plan.
d. Identify the internal and external customers that are currently impacted by the process that would benefit from the process improvement.
e. Identify the most appropriate Quality Management tool that can be used to collect and present data on the process improvement changes.
f. Utilize your selected quality tool to analyze your process and identify process improvement opportunities.
g. Estimate the level of improvement that could be realized and the value of implementing this process improvement.
Solution Preview
A strategic goal of the Information Technology (IT) Directorate of my organization is to provide a "Secure and Reliable Infrastructure". One method the directorate is utilizing to meet this goal, is through the implementation and use of a Public Key Infrastructure (PKI). PKI provides a means to secure the infrastructure by providing data confidentiality, data integrity, and authentication services to the end user. As a member of the Department of Defense, my organization must follow procedures that govern the issuance of PKI certificates to employees. Some of these processes and procedures prevent the efficient distribution of certificates, and creates an inconvenient environment for customers. This paper will discuss the current process and challenges of issuing a PKI certificate to employees, and provide suggested changes to more efficiently and conveniently issue PKI certificates to customers. As my organization has currently sent me to school for this year, I am addressing a change that I believe that needs to take place vs. a change that has been implemented.
Current Process of Issuing A PKI Certificate
In order to help secure the network infrastructure, the Department of Defense (DoD) is requiring all personnel utilizing DoD networks to obtain and utilize a PKI certificate. Many personnel that utilize DoD networks are stationed throughout the world. This creates quite a challenge for my organization to issue PKI certificates to those personnel not geographically located at Headquarters.
The current issuance process starts with a request by the customer for a PKI certificate. There are three preliminary steps that must take place prior to the customer obtaining their certificate. These steps must be completed in order. First, customers must register to obtain their certificate. This process is completed online. The customer can choose to complete the registration process from their desktop, or they may choose to register at a kiosk with the assistance of a "Trusted Agent" (TA). Each kiosk is manned by a TA. The TA is an individual that has been provided the necessary training and has received the required security credentials to grant certificates to customers. The actual registration process is a means of verifying that the customer is permitted to receive a PKI certificate. For instance, the registration process will determine whether the customer has the necessary security clearance to obtain a certificate. Secondly, the customer must complete and sign a "User Acknowledgement Form". This form identifies procedures the customer must follow when using their certificate. By signing the form, the customer agrees to follow the rules and regulations that govern its use. Like the registration process, this process can also be completed electronically. Finally the customer must ...
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