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Six Sigma Improves Productivity, Adds Financial Value
by Janet Jacobsen
Internal metrics at Firstsource revealed an opportunity to boost productivity in the collection call center. On average, collectors took more than 11 minutes between the time they punched in until they accessed their first accounts of the day. Using a team-based Six Sigma approach, Firstsource reduced its defect rate by 62 percent, while adding $250,000 in financial benefits. The organization entered this project in the ASQ International Team Excellence Award process and earned finalist honors for 2009–10.