The Repository @ St. Cloud State

Open Access Knowledge and Scholarship

Date of Award


Culminating Project Type


Degree Name

Engineering: M.E.M


Mechanical and Manufacturing Engineering


College of Science and Engineering

First Advisor

Dr.Ben Baliga

Second Advisor

Dr. Hiral Shah

Third Advisor

Prof. Kasi Balasubramanian

Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.

Keywords and Subject Headings

Six Sigma, DMAIC, VMware, Oracle Database Migration


The following report titled “Reduce the Customer’s Complaint Resolution time in migration of oracle database servers in VMware” clearly elaborates about the process, technical design and flow of the VMware support project. The whole processed is carried out at NTT data, which is a client of VMware technologies, Inc. Since 1967, NTT DATA has played an instrumental role in establishing and advancing Japanese IT infrastructure, in particular large-scale and mission critical IT systems. Originally Data Communication Headquarter of Nippon Telegraph and Telephone Public Corporation, its heritage contributed to social benefits with a quality-first mindset. Having spun-off from NTT in 1988 and going public in 1995, the company maintained a hybrid culture of long-term commitment and challenge to innovation in order to contribute to the progression of business and society. Tier-1 IP network is driven by financially-backed service level agreements (SLAs), secure networking and managed VPNs, reliable content distribution capability via Smart Content Delivery. Across the organization without any geographical specification, an average of 185 support tickets is being generated on a daily basis. Generally a Service level agreement is done initially between the company and the in order to achieve the success rate of the projects. An initial study has been conducted In VMware support project to see whether if the resolution time in SLA is meeting the client requirement. But It is observed that process mean of resolution time is at is at 9.146 hrs. and Standard deviation is 3.081 hrs. To improve the Resolution time of oracle support database project on VMware to meet the client SLA of 8hrs. Also to 3 consider if any external and internal factors affect the root cause of the study. The Process improvement initiative for making this process as capable. DMAIC Methodology, Box plot, probability chart are used in the project for the measuring and study of the process.


This Project would not have been possible without the constant guidance and support of my Professors Dr. Ben Baliga and Dr. Hiral Shah.

Also, I would like to thank Prof. Kasi Balasubrahmanian for serving on the committee and support throughout the project.



To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.