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Reducing Check Returns With Six Sigma

Summary: Firstsource Advantage identified a key improvement opportunity when voice of the customer data showed that a top client received more than 10,000 returned checks during a five-month span. While conventional wisdom said the check return rate couldn’t be reduced, a cross-functional Six Sigma team aimed to trim the rate by 20 percent. The team was named as a finalist in ASQ’s 2011 International Team Excellence Award Process. The organization earned the client’s 2009 Service Quality Award for this initiative.

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