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1. Six Sigma DMAIC Project
BMW ACCOUNT
Project Leader/Green Belt: Kevin Cox
Project Leader Title: Senior Help Desk Analyst
Project Start Date: July, 10,2003
Master Black Belt: Steven Bonacorsi

2. Six Sigma in Action
Helpdesk Consolidation
Customer Profile – 6,000 seat Consumer Products company
Business Problem & Impact Process Capability – Before
Average speed to answer (ASA) was 1 minute. As call volumes
increased 30% with a recent acquisition, end user downtime
was costing the company US$500K annually. The target
average speed to answer was under 30 seconds.
Measure & Analyze
Data 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 were
identified as root causes. Process Capability – After
Improve & Control
Cross-training on call types was performed and staffing was
arranged around peak call times. ASA metrics are reviewed
weekly and posted to an IT dashboard.
Results/Benefits
Contract renewal ($2MM)
A savings of US$150K in 2003!