Service Provider Improves Client's Metrics With Six Sigma

Case Study

- April 2011

Abstract: Firstsource Solutions aimed to reduce the turnaround time to approve applications for a retail mortgage client. The organization chartered a Six Sigma project, which helped increase the client’s application-to-loan conversion ratio. This, in turn, boosted the client’s revenue by 6.9 million pounds. While the client improved customer satisfaction measures, Firstsource shifted its role from service provider to value-added partner. This project was named a finalist in ASQ’s 2011 International Team Excellence Award Process.

Keywords: Case study; Finance; Loan conversion ratio; Process improvement; Six Sigma; Customer satisfaction; Six hats method; Root cause analysis; Plan - do - check - act (PDCA)

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