Lean Six Sigma Group Free Project Case Study Overviews http://www.linkedin.com/groups/Lean-Six-Sigma-37987
Sponsored by the International Standard for Lean Six Sigma, e-Zsigma http://www.e-zsigma.com, IQPC, and PEX Network.
Please contact Lean Six Sigma Master Black Belt, Steven Bonacorsi, Owner of the Lean Six Sigma Group to have your project case studies to be added to the Lean Six Sigma Group Library. Steve Bonacorsi sbonacorsi@comcast.net
Ecolab Redeployed Systems Six Sigma Case Study 03 16 03
1. Deploy
Completeness
Ecolab Account
Project Leader: Richard Metcalf
Service Delivery Leader
Start Date: Sept. 13, 2002
Master Black Belt: Steven Bonacorsi
2. Six Sigma in Action
Speed to Answer
Before Sigma 2.3 (ST)
Percent of Success/Defect
Customer Profile – Global developer and marketer of premium
cleaning, sanitizing, pest elimination, maintenance and repair
products and services for the worlds hospitality, instructional and Defect
industrial products. 21%
Business Problem & Impact – Incomplete deploys result in
added downtime for the customer and extra man hours for the GE Success
technician. This results in customer dissatisfaction and less time 79%
for the technician to complete other tasks.
Measure & Analyze
After Sigma 2.7 (ST)
Data Collection: Speed to answer on all calls was measured.
The existing process sigma was 2.3. Defect
Root Causes: Technicians using different process for a non- 11%
standardized deploy. (2 Units)
Improve & Control
Technician will perform a print screen of the end users Success
applications, prior to staring the deploy. 89% (16
Units)
Results/Benefits
Reduced Deploy Callbacks by 10%
A savings of US$1,225 in 2003!