Official Six Sigma Certifications
SIX SIGMA INSTITUTE™International Six Sigma Institute™Register Now ↗
Exam Access ↗

Six Sigma DMAIC Process - A Real World Example

DMAIC case study: reduce list-bill handling timeDMAIC case study: reduce list-bill handling time. The case reports its own results; the original software panels are preserved below. Raw observations are unavailable. AHT is reported in minutes. Compare Z-values using the change in sigma units; a percentage increase from a negative baseline is misleading.DMAIC case study: reduce list-bill handling timeBusiness caseDaily list-bill queue volumes vary. High-volume days risk missed turnaround time(TAT); the BNY team then adds adjustment entries to supply the customer’s As OfDate Net Asset Value.Problem and goalDecember 2011–January 2012: average handle time (AHT) 8.16 minutes versus a6-minute target, affecting TAT, overtime and agent burnout. Goal: below 6 minutesby April 2012.Tools usedVOC; CTQ drilldown; ARMI; threat versus opportunity; stakeholder analysis;fishbone analysis; one-way ANOVA; correlation analysis; two-sample t-test;brainwriting.Vital X’s identifiedNIGO cases; AHT traction; outlier management; tenured and cross-skilled casehandlers.Solutions implementedADT training; buddy jacking; refresher training; workload distribution; NIGOcontest; mobile phone usage; PIP; rewards and recognition.BaselineMean AHT 8.16 minutes; standard deviation 1.71; Z-value −1.26. Goals: shift meanbelow 6 minutes and reduce variation.Reported benefitsAHT reduced from 8.16 to below 6 minutes. Z-value −1.26 to 0.02: an increase of1.28 sigma units. Standard deviation 1.71 to 1.11: about 35% lower. Reported hardsavings: $36,000.Project teamSponsor, champion, lead, manager, BBB and MBB; the example uses XXX placeholdersrather than named people.Original software panels · retained at the supplied resolutionCapability outputScatter plotFishbone analysisThe case reports its own results; the original software panels are preserved below. Raw observations are unavailable.AHT is reported in minutes. Compare Z-values using the change in sigma units; a percentage increase from a negative baseline is misleading.
Open Full-Size Diagram

Six Sigma DMAIC Process - A Real World Example




YOUR SIX SIGMA TRAINING

Table of Contents

Register for Certification

We guarantee that your free online training will make you pass your Six Sigma Certification Exam!

  1. 01

    Register Online

    Choose your Accredited certification and complete your registration.

  2. 02

    Receive Your Access Code

    Your personal exam access code is delivered instantly by email.

  3. 03

    Prepare & Take Your Exam

    Study your free training and answer your 50 multiple-choice questions online.

  4. 04

    Earn Your Lifetime Credential

    Receive your worldwide-valid certificate and verifiable digital badge.

Certified Six Sigma Master Black Belt™ (CSSMBB™) Certification sample
Register for Certification

YOUR FREE PREMIUM ONLINE TRAINING

Your Six Sigma Revealed, Second Edition, Is Ready.

We created your training with a consortium of renowned business and people leaders, Six Sigma coaches, mentors, experts and authorities from all major industries. Everyone visiting International Six Sigma Institute™ can access it. Find the materials through Your Free Six Sigma Book and Your Free Premium Six Sigma Training in the top menu.

These materials are the copyrighted intellectual property of International Six Sigma Institute™. We share them freely with everyone because sharing our expertise serves Six Sigma professionals and helps the field develop.

Your certification examination uses multiple-choice questions. Read your online training to build the knowledge you need to pass your examination and earn your Six Sigma Certification.

We guarantee that your free premium online training will make you pass your Six Sigma Certification Exam!

YOUR FREE TRAINING BOOK

Enter your first name and email to receive your complimentary copy.

Your information is handled under the institute’s Privacy Policy.