Surf's Up

Abstract:Telefónica Group was suffering outages in Argentina that affected thousands of customers. The story of how they handled this problem won them gold honors at the 2011 ASQ Team Excellence Award competition. The company was averaging 25 complex outages of its network services every month. A lean Six Sigma project was begun to address the problem quickly. The project team, drawn from every department, validated seven root causes for the outages and brainstormed ideas for correcting them. In the course of this process, the team realized that each department was thinking in terms of its own situation, but only by sharing information and working together could the company as a whole solve the problem. Silver honors at the competition went to the Boeing Co., and bronze honors went to Movistar …

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