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  • Ticket Accuracy - Six Sigma Case Study

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    Steven Bonacorsi
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    Steven Bonacorsi, Lean Six Sigma Master Black Belt, led the ACFC "At the Customer, For the Customer" Six Sigma Initiative at General Electric. Each Case Study follows the Quad Chart or 4-block approach. Steven Bonacorsi is the author of the Six Sigma and newer Lean Six Sigma Tollgate Templates that hundreds of thousands of practitioners have leveraged for documenting their project best practices and results. Steve Bonacorsi is the President of the International Standard for Lean Six Sigma (ISLSS) and Founder of the LinkedIn Lean Six Sigma Group http://www.linkedin.com/groups/Lean-Six-Sigma-37987, author for the Process Excellence Network, Executive Management Consultant for e-Zsigma, and Honorary Advisor for the International Six Sigma Council (ISSC).

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    Steven Bonacorsi, Lean Six Sigma Master Black Belt, led the ACFC "At the Customer, For the Customer" Six Sigma Initiative at General Electric. Each Case Study follows the Quad Chart or 4-block approach. Steven Bonacorsi is the author of the Six Sigma and newer Lean Six Sigma Tollgate Templates that hundreds of thousands of practitioners have leveraged for documenting their project best practices and results. Steve Bonacorsi is the President of the International Standard for Lean Six Sigma (ISLSS) and Founder of the LinkedIn Lean Six Sigma Group http://www.linkedin.com/groups/Lean-Six-Sigma-37987, author for the Process Excellence Network, Executive Management Consultant for e-Zsigma, and Honorary Advisor for the International Six Sigma Council (ISSC).

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    Attribution Non-Commercial (BY-NC)
    Baixe no formato PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    40 visualizações1 página

    Ticket Accuracy - Six Sigma Case Study

    Enviado por

    Steven Bonacorsi
    Steven Bonacorsi, Lean Six Sigma Master Black Belt, led the ACFC "At the Customer, For the Customer" Six Sigma Initiative at General Electric. Each Case Study follows the Quad Chart or 4-block approach. Steven Bonacorsi is the author of the Six Sigma and newer Lean Six Sigma Tollgate Templates that hundreds of thousands of practitioners have leveraged for documenting their project best practices and results. Steve Bonacorsi is the President of the International Standard for Lean Six Sigma (ISLSS) and Founder of the LinkedIn Lean Six Sigma Group http://www.linkedin.com/groups/Lean-Six-Sigma-37987, author for the Process Excellence Network, Executive Management Consultant for e-Zsigma, and Honorary Advisor for the International Six Sigma Council (ISSC).

    Direitos autorais:

    Attribution Non-Commercial (BY-NC)
    Baixe no formato PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    de 1

    Six Sigma in Action Ticket Accuracy

    Customer Profile 41,000 employee pharmaceutical research company

    Business Problem & Impact


    The customer estimated error rate of 40% in the accuracy of tickets logged into the clients in-house help desk was causing 80 person-hours of time per month to correct.
    Proportion defects
    0.7 0.6 0.5

    P C ha rt Before Process Capability fo r C 3

    3.0S L

    Measure & Analyze


    Data Collection: Accuracy of logged calls was measured existing sigma (long term) was found to be 0.5 (31% defects) Root Causes: Lack of operational definitions of the calls, differences in agent interpretation, too many options for classifying tickets and the accuracy of supporting databases were identified as root causes.

    0.4 0.3 0.2 0.1 0.0 0 10 20 -3.0S

    P = 0.3

    Improve & Control

    Existing databases that feed the ticket system were corrected and maintenance controls were established. The number of fields that client help desk staff had to select from was reduced, and operation definitions were clarified and published. Sigma was increased to 2.8 and defects were reduced by 69%.

    S am p le Num b e r

    Results/Benefits
    As a result of the project, the customer saved over US$26K in productivity since less time was needed to correct ticket errors within their process.

    A savings of US$26K annual to the customer!

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