Six Sigma Improves Productivity, Adds Financial Value (ASQ Case Study)
Book Details
Author(s)Janet Jacobsen
PublisherASQ Quality Press
ISBN / ASINB0052N2V9I
ISBN-13978B0052N2V98
Sales Rank1,194,126
MarketplaceUnited States 🇺🇸
Description
Internal metrics at Firstsource revealed an opportunity to boost productivity in the collection call center.
On average, collectors took more than 11 minutes between the time they punched in until they accessed their first accounts of the day.
Using a team-based Six Sigma approach, Firstsource reduced its defect rate by 62 percent, while adding $250,000 in financial benefits.
The organization entered this project in the ASQ International Team Excellence Award process and earned finalist honors for 2009-10.
On average, collectors took more than 11 minutes between the time they punched in until they accessed their first accounts of the day.
Using a team-based Six Sigma approach, Firstsource reduced its defect rate by 62 percent, while adding $250,000 in financial benefits.
The organization entered this project in the ASQ International Team Excellence Award process and earned finalist honors for 2009-10.
