Six Sigma Delivers On-Time Service

Abstract:Six Sigma success isn't limited to manufacturing organizations alone. ServiceMaster's American Residential Services (ARS) Service Express improved customer satisfaction by a unique application of Six Sigma techniques. After an initial learning period, the focus of the Six Sigma projects switched from cost cutting initiatives to internal efficiencies and strategic issues important to customers. One problem identified through market surveys and customer focus groups was a poor on-time performance rating for ARS technicians. ARS sent its seven Black Belts into the field to bring the on-time performance issue to each branch location. By working closely with each branch manager, the BBs played a role in implementation in addition to compliance monitoring and measuring. Today, ARS technicians arrive within a two-hour timeframe nearly 90 percent of the time. Customer satisfaction has improved markedly, and ARS has been inspired to offer a one-hour arrival guarantee in its plumbing business. A sidebar …

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