Incorporating Six Sigma Methodologies in the Telecommunications Industry

We utilized Lean and Six Sigma methodologies to improve real-time operations in a local broadband company.  The local company was losing market share and profits in a dynamic telecommunications business environment, especially in the broadband Internet and video segments.  We incorporated the five S+1 process, statistical sampling and testing, root cause analysis and streamlined procedures to identify waste and opportunities for improvement in their video segment.  The goal was to reduce video service calls to the home by 10% or more, reduce time spent on video service calls by 10% or more, and save the business a minimum of $100,000. A core group of six individuals all from different departments, plus the facilitator met each week to develop and implement 6σ processes and statistical methods. These efforts were able to successfully reduce time and service calls for video services and save the business in excess of $100,000. Through this process, we were able to identify many areas of waste, standardize work, and implement solutions to reduce costs.