Help Desk Improves Service and Saves Money with Six Sigma

by Endara M., Francisco

The help desk for a telecom company used Six Sigma to reduce the average solution time for customers from 9.75 hours to 1 hour and decrease operating costs...

  • Filetype: pdf
  • Publish date: 2006-08
  • Keywords:Case study; Black Belt; Six Sigma; Cycle time reduction; Cost reduction; Quality function deployment (QFD); Design of experiments (DOE); Fishbone diagram; Process improvement; Process capability; Business results
Open Access

Project Case Study: $4.5MM Operational Risk Reduction - Wire Transfers

by Sheila Shaffie, Shahbaz Shahbazi

Using Six Sigma to improve the wire transfer process at a medium-size bank resulted in a 93-fold return on investment...

  • Filetype: pdf
  • Copyright: 2008
  • Keywords:Six Sigma, Case study, Business results, Wire transfers, Process improvement

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