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New Zealand Port Company Stems Tide of Overdue IT Tickets

Summary: The Ports of Auckland aimed to reduce the number of IT call tickets that are not completed within agreed-upon time frames. To accomplish this, the organization initiated a Six Sigma project to modify the ticket process. By using Six Sigma tools, the team improved customer service, communication, and prioritization. As a result, the project realized a 50 percent reduction in past-due IT tickets during a sustained period.

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