Six Sigma Program: Telephone Customer Service Case Study.
Six Sigma Case Study: General Electric May 22nd, 2017 Thanks to ex-CEO of General Electric Jack Welch, the companies throughout the business sector know Six Sigma as a staple of good business practice.
Six Sigma (SS) is a quality improvement program which involves disciplined, data-driven approaches and methodologies for eliminating defects up to 3.4 parts per million opportunities or 0.0003% in any process; from manufacturing to transactional and from product to services.
In 1987, Motorola developed and organized the Six Sigma process improvement Methodology to achieve “world-class” performance, quality, and total customer satisfaction. Since that time, at least 25% of the Fortune 200, including Motorola, General Electric, Ford.
Six Sigma puts the customer first and uses the facts and data to drive better solutions.
Supporting Customers and Driving Excellence Through Quality. Summary: When a key client entered a new line of business, Firstsource Solutions earned the contract to provide inbound customer service and technological support. Metrics showed that 15 percent of calls for the client’s new business were repeat calls, leading to higher costs and lower customer satisfaction scores.
CASE STUDY: How General Electric Used Six Sigma to Transform Their Company Body of Knowledge Lean Six Sigma Black Belt Certification Requirements - IASSC Body of Knowledge.
Six Sigma Case Study Handling Time Reduction at Call Center. This Six Sigma case study looks at how our client, a call center, was able to greatly reduce the average handling time of inbound calls. The Problem. In this six sigma case study, we look at a call center with over 1,500 call agents. This call center receives thousands of calls per day.