The 2.67 Million Dollar Mystery (And How 5 LSS Tactics Solved It)

This major beverage manufacturer was spending millions of dollars per year to replace recyclable plastic shells to transport 2-liter bottles from the plant to their customers. Where did all the plastic shells go? Let’s find out. The process of retrieving delivered plastic shells from the customer should have been easy, but apparently it wasn’t. The…

Reducing Misdirected Calls in Automated Payment Systems

While working on a maintenance project for a large U.S. telecommunications firm, information technology company Infosys Technologies Ltd. discovered that an unacceptably high percentage of calls in the clients’ automated payment system were being routed to the call center agents. The team conducted a DMAIC project, outlined here, to reduce the number of misdirected calls….

Call Center Quality: Satisfaction Over Quantity

Until 2005, this was the case at NCCI Holdings Inc., a workers compensation insurance carrier, based in Boca Raton, Fla., USA. The call center at NCCI is a business-to-business operation that manages 400,000 phone calls and 70,000 email interactions every year with insurance carriers and insurance agents. To help improve call center quality, NCCI took…


Pareto Principle (80/20 Rule)

Vilfredo Pareto was an economist who is credited with establishing what is now widely known as the Pareto Principle or 80/20 rule. When he discovered the principle, it established that 80 percent of the land in Italy was owned by 20 percent of the population. Later, he discovered that the pareto principle was valid in other parts…

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Pareto Chart

Purpose of a Pareto Chart A pareto chart is used to graphically summarize and display the relative importance of the differences between groups of data. Sample Pareto Chart Depiction How to Construct a Pareto Chart A pareto chart can be constructed by segmenting the range of the data into groups (also called segments, bins or categories)….


Are You Too Compliant? Reduce Waste with Lean Six Sigma

Most public companies have gone through a period of frenzy ever since the enactment of the Sarbanes-Oxley Act (SOX) in 2002. Corporate leaders, faced with growing regulatory scrutiny and severe penalties, demanded that financial departments and outside auditors “get something in place, now!” People have been scrambling ever since to make sure their companies are…

Using Six Sigma for Assessing Employee Satisfaction

Today’s competitive world has made every organization rethink its strategy for long-term survival. It is becoming quintessential to realize the importance of human potential in the long-term success of any organization. A satisfied employee can actually be the differentiating factor in the struggle to gain market share, to deliver customer delight, to innovate product and…


Check Imaging Improvements with Lean Six Sigma

Moving information electronically offers tremendous opportunities for cost efficiencies and improved levels of customer satisfaction for the banking industry. But paperless processes also carry heightened risks for failure. A single process breakdown, when automated within a high-speed electronic world, can result in problems for hundreds of thousands of customers. One such process is check imaging –…