Client's Situation

A well-known financial services organisation had in-sourced its credit-card processing and was experiencing significant process and customer service issues. 

Results Of Change Actions

A group of staff representing key areas of the business, led by an aorist consultant, applied 6 Sigma DFSS (Design For Six Sigma) methods and identified critical areas to improve.

Via actions taken, Customer Satisfaction improved by 12% in 6 months in key areas as well as substantially improving process capability.

The approach they followed was similar to that shown here.