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六西格玛 DMAIC 流程——实际案例

DMAIC case study: reduce list-bill handling timeDMAIC case study: reduce list-bill handling time. The case reports its own results; the original software panels are preserved below. Raw observations are unavailable. AHT is reported in minutes. Compare Z-values using the change in sigma units; a percentage increase from a negative baseline is misleading.DMAIC case study: reduce list-bill handling timeBusiness caseDaily list-bill queue volumes vary. High-volume days risk missed turnaround time(TAT); the BNY team then adds adjustment entries to supply the customer’s As OfDate Net Asset Value.Problem and goalDecember 2011–January 2012: average handle time (AHT) 8.16 minutes versus a6-minute target, affecting TAT, overtime and agent burnout. Goal: below 6 minutesby April 2012.Tools usedVOC; CTQ drilldown; ARMI; threat versus opportunity; stakeholder analysis;fishbone analysis; one-way ANOVA; correlation analysis; two-sample t-test;brainwriting.Vital X’s identifiedNIGO cases; AHT traction; outlier management; tenured and cross-skilled casehandlers.Solutions implementedADT training; buddy jacking; refresher training; workload distribution; NIGOcontest; mobile phone usage; PIP; rewards and recognition.BaselineMean AHT 8.16 minutes; standard deviation 1.71; Z-value −1.26. Goals: shift meanbelow 6 minutes and reduce variation.Reported benefitsAHT reduced from 8.16 to below 6 minutes. Z-value −1.26 to 0.02: an increase of1.28 sigma units. Standard deviation 1.71 to 1.11: about 35% lower. Reported hardsavings: $36,000.Project teamSponsor, champion, lead, manager, BBB and MBB; the example uses XXX placeholdersrather than named people.Original software panels · retained at the supplied resolutionCapability outputScatter plotFishbone analysisThe case reports its own results; the original software panels are preserved below. Raw observations are unavailable.AHT is reported in minutes. Compare Z-values using the change in sigma units; a percentage increase from a negative baseline is misleading.
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六西格玛 DMAIC 流程——实际案例




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