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No Evil Lasts More Than 96 Hours

Summary: Movistar Argentina’s No Evil Lasts More Than 96 Hours team targeted reducing defects in the posting of customer payments. Six Sigma and quality tools such as brainstorming, gemba interviews, affinity diagrams, 5 whys, 5 hows, and multivoting helped lower the defect rate from 12.4 percent to 5.8 percent. The interval needed to post payments was shortened from seven minutes to three seconds, average allocation time was decreased from five days to two days, and rework was reduced by 68 percent. The expected annual benefit is $184,000.

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