In 1999 Vytra Health Plans, a US managed care payer, adopted Six Sigma to improve the quality of its processes and found the methodology, the common language and tool kits, and the emphasis on training "black belt" and "green belt" experts to provide enterprise wide training and continuous support, won over initial management scepticism and generated health care plan member loyalty. Since implementation Vytra saved US$12 million, increased the member satisfaction rate from 52% to 80%, and signif...

BPIR Categories

14.3.2 Implement an improvement approach/method/technique
15.2.1 Customer satisfaction, accolades, awards
15.2.2 Customer retention/referral/relationship building
15.3.1 Financial performance

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