Abstract

Typically, design of experiments (DoE) is associated with process improvement efforts in manufacturing settings. Organizations operating in service settings, however, could benefit greatly by using this technique. The authors describe two case studies involving a global telecommunications company that used the technique to improve how it handled its customer calls for purchases, as well as the repair ordering process. In the end, DoE helped the company improve the processes and make them more efficient. This, in turn, reduced rework, saved money and improved customer satisfaction.