Bmw Helpdesk Consolidation Six Sigma Case Study

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Bmw Helpdesk Consolidation Six Sigma Case Study

  1. 1. Six Sigma DMAIC Project BMW ACCOUNT Project Leader/Green Belt: Kevin Cox Project Leader Title: Senior Help Desk Analyst Project Start Date: July, 10,2003Master Black Belt: Steven Bonacorsi
  2. 2. Six Sigma in Action Helpdesk Consolidation Customer Profile – 6,000 seat Consumer Products companyBusiness Problem & Impact Process Capability – BeforeAverage speed to answer (ASA) was 1 minute. As call volumesincreased 30% with a recent acquisition, end user downtimewas costing the company US$500K annually. The targetaverage speed to answer was under 30 seconds.Measure & AnalyzeData Collection: Speed to answer on all calls was measured.The existing process sigma was 2.4.Root Causes: Nature of problem and time of call wereidentified as root causes. Process Capability – AfterImprove & ControlCross-training on call types was performed and staffing wasarranged around peak call times. ASA metrics are reviewedweekly and posted to an IT dashboard.Results/BenefitsContract renewal ($2MM) A savings of US$150K in 2003!

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