Critical Business Issue:

The internal customers of the IT Support department were not receiving timely responses to their requests for assistance. Actions Taken:

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.

Achievements:

• 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 649    Maricopa, AZ 85139
Phone: 520-568-6355     Fax 520-568-6354