Lean six sigma case study Reduce cycle time and effort for complaints management

This six sigma case study is about reducing time taken for updating, tracking and reporting customer complaints in an offshore development center..
An offshore development center has different divisions like banking, insurance, securities, healthcare, information media and entertainment, global service desk etc. When service levels were not met or when there were issues in product delivered, onsite customer complains to point of contact project managers onsite. The customer complaints are then reported by the onsite point of contact to respective project managers offshore. These complaints and escalations were then resolved by the respective project managers. Critical complaints and issues, with status of resolution, were reported by project managers to branch head in monthly status meeting. The monthly status meeting takes place every month, during 1st week, at the offshore development center between branch head and offshore project managers. The scope of this project is to monitor customer complaints and escalations of different divisions of the offshore delivery center.