- Why Apply
- Overview
(DOC, 60 KB) - 2008-09 Information Handout
(PDF, 81 KB) - Timeline
- Benefits of Participation
(DOC, 36 KB) - Criteria In Detail
(PDF, 147 KB) - Scoring Guidelines
(DOC, 140 KB) - Scoresheet Sample
(XLS, 42 KB) - Preliminary Round Judging Site Sponsors
- 2009 International Team Excellence Award Process Participants
2009 Team Project Summaries
Pershing LLC — Quality Management Office
Jersey City, NJ USA
Presentation: Tuesday, May 19, 10:30 a.m. – 11:15 a.m.
Location: MCC – 200D
Type of Team: Quality Improvement
Two years ago, Pershing identified a project to develop and implement Pershing’s service level management infrastructure and culture. The results of this project produced two critical tools: the quality scorecard and the service level dashboard, which Pershing leaders use to drive service excellence. Pershing decided to improve its service level management infrastructure and culture by using DMAIC principles and proprietary project life cycle processes. Systemically measuring critical customer transactions and creating a framework for continuous improvement increased service level performance to 100 percent and reduced cycle time on 50 percent of service targets.
