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Success Stories
Product or service: Six Sigma Culture
Industry: Financial Institution
Process type: Checkbook Ordering
Date of intervention: 1999

Critical Business Issue:

The most frequent error occurring during the account opening process is incorrect checkbook orders. This causes excessive rework handle time and expenses associated with reprints and postage. Actions Taken:

Implemented a significant increase in online ordering and modified the screens to provide more online checking. Began measuring defects in the ordering process and changed the processes where indicated.


  • Increased online ordering from 82% to 92%. This saved 2.5 FTE per year in the Financial Center.
  • Reprints of orders were reduced by 20%.
  • Expense savings equal to 8 times implementation costs.
  • Increased Revenues equal to 65 times the implementation costs

MASET, LLC    P. O. Box 11663    Chandler, AZ 85248
Phone: 602-721-3680     Fax 480-802-4710

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