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Problem Statement

Six Sigma – iSixSigma Forums Old Forums General Problem Statement

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  • #65827

    Ann Ominous
    Participant

    During the last quarter of 2000 the time taken by new business to open a private bank account was 5 days on average, ranging from 4 to 12 days. Speed of opening a new account is rated by 75% of our customers as being important or very important, and yet only 25% of customers rate us as good or very good in this area. Analysis shows that for every 20 requests to open an account, 1 account is either not used or closed within six months as a direct result of our inability to act quickly.

    Speeding up the average time to open an account from 5 to 3 days will gain some 3% more customer accounts, increase new account throughput capacity by 20% and reduce the number of customer enquiries to the help desk by 850 calls per month equivalent to one call handler. This amounts to some $500,000 savings or net income per year.

    The aim of this project is to reduce the time taken to open a new customer account, from signed agreement (by fax or letter) to customer notification to an average of 3 working days and no more than 6.

    (or you could just ask a (Master) Black Belt)

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    #27062

    andy brunhammer
    Participant

    How do you go about developing a problem statement for using six sigma?

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