When its costumers complained about having to deal with different people depending on the type of business they wanted to so, a US Financial Services Company investigated and found that each individual business unit used its own process and had little interest in cooperating with other units to streamline processes. Drawing on a number of executives with Six Sigma experience, the company used a process improvement tool that incorporated some Six Sigma tools to map existing processes to see how t...
BPIR Categories14.3.2 Implement an improvement approach/method/technique
7.3.2 Manage customer complaints
6.4.1 Improve process/service performance