Help Desk Improves Service and Saves Money with Six Sigma

Case Study

- August 2006

Abstract: The help desk service for a telecom company launched a Six Sigma project to improve the quality of its processes. The project team reduced the average solution time for help desk customers from 9.75 hours to 1 hour. Help desk operating costs also decreased by 69 percent.

Keywords: Case study; Black Belt; Six Sigma; Cycle time reduction; Cost reduction; Quality function deployment (QFD); Design of experiments (DOE); Fishbone diagram; Process improvement; Process capability; Business results

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