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Case Study
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New Zealand Port Company Stems Tide of Overdue IT Tickets

Publication:
ASQ.ORG
Date:
January 2014
Author(s):
Jacobsen, Janet
The copyright of this article is not held by ASQ.

Abstract

The Ports of Auckland aimed to reduce the number of IT call tickets that are not completed within agreed-upon time frames. To accomplish this, the organization initiated a Six Sigma project to modify the ticket process. By using Six Sigma tools, the team improved customer service, communication, and prioritization. As a result, the projectrealized a 50 percent reduction in past-due IT tickets during a sustained period.

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