Telefonica de Argentina S.A.
Mission Choose Me
Argentina

Tuesday, May 1
10:45 AM - 11:45 AM
Location: WSCC 609

This project consisted of reducing the service cancellations of corporate cell phones. The indicator used to measure cell phone service cancellations was the corporate cell phone churn (cell phone service cancellations/cell phone average base). This percentage of churn was increasing and affecting the market share and revenues of the corporate segment. Through the application of Lean Six Sigma DMAIC methodology, the team validated 15 final causes, which they attacked with 22 final solutions.
They used tools such as Pareto charts, control charts, SIPOC, process mapping, FMEA, statistical test, brainstorming, benchmarking, pilot test, gemba, and predictive models. In this way the team was able to reduce the corporate cell phone churn from 1.11 to .77 percent, and to reduce the lines with no traffic from 15,100 to 7,900, exceeding the established goals and achieving an annual profitability improvement of US$895 million. Additional benefits were achieved, such as improvement in the level of market share; improvement in corporate customer satisfaction; improvement in employee satisfaction; improvement in the levels of satisfaction of the service-price relationship; monthly reduction of benefits granted to retain thanks to retention with value; and improvement in the levels of satisfaction through the availability of the bill before the deadline.

Telefonica de Argentina S.A.

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Mission Choose Me
Argentina

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Send Email for Telefonica de Argentina S.A.
Mission Choose Me
Argentina