|Product or service:
||Six Sigma Culture
||Technology Support Improvement Project
|Date of intervention:
||1997 - 1998
Critical Business Issue:
The internal customers of the IT Support department were not receiving timely responses to their requests for assistance.
Monthly defect data was collected and an attempt to apply Six Sigma tools failed because the problem was so pervasive. A Cross Functional Process Mapping project was initiated which included many of the IT customers on the team.
- Awareness of issues affecting customer satisfaction and inter-departmental relationships increased significantly.
- The goal of responding to all requests within four hours was validated as reasonable by all participants.
- Defect level was reduced from 517,241 DPMO before beginning the mapping to 38,700 DPMO when completed. This was an increase from 1.45 Sigma to 3.27 Sigma.
- Savings in excess of $400,000 per year were identified, documented and verified.
MASET, LLC P. O. Box 11663 Chandler, AZ 85248
Phone: 602-721-3680 Fax 480-802-4710