2009-10 Team Project Summaries

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Firstsource Advantage LLC
Amherst, NY, USA

Reducing Non-Productive Working Time

Presentation: Monday, May 24, 1:45 p.m. – 2:30 p.m.
Room: 266

Type of Team: Six Sigma

Firstsource Advantage LLC handles delinquent credit card accounts for a variety of credit issuers within the United States. Reducing non-productive time is a key focus for us at Firstsource Advantage. During the baseline period of January 2009, the average time it took a collector from punch-in to account access time was 11 minutes and 49 seconds. The median was 9 minutes and 48 seconds and a standard deviation of 6 minutes and 58 seconds. The process stood at a 0.58 sigma level with more than 824,000 DPMO. Tools like stakeholder analysis, gauge R&R, hypothesis testing, SOPs, and dashboards were used. The team identified key areas of opportunity for this project, namely time sync issues between systems, removing leakage, weekly reports, and validating money lost due to late log in. The current process is now operating at a 2.0 sigma level and a 62-percent reduction in defects per million opportunities, adding a financial benefit of approximately $250,000 USD.

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