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Teaming Up With Six Sigma to Improve Accuracy and Customer Satisfaction

Summary: A Firstsource Solutions Six Sigma improvement team used the define, measure, analyze, improve, and control (DMAIC) approach to tackle accuracy issues with client enrollment forms. Using stakeholder input and a variety of quality tools, the team arrived at data-driven solutions. The solutions resulted in more than a 6-percent increase in accuracy rates and played a role in helping the client pass a regulatory audit and avoid a financial penalty. The team entered this project in the International Team Excellence Award competition and was named a finalist for 2009-10.

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