Non-billed Inside Wire Dispatches Project Example

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With revenues from inside wire dispatches (a common type of service call for AT&T technicians) down and nonbilled inside wire dispatches at excessive levels, AT&T’s Southeast region decided to find a sustainable, long-term solution that would offer a high return on investment.

The goal of this DMAIC Six Sigma project was to reduce non-billed inside wire dispatches in four states by 10 percent – approximately 6,300 per year – corresponding to a $600,000 increase in annual revenue. A project team representing field operations, mechanized systems, the billing department and retail voice product development implemented a solution that greatly exceeded the original project objectives. Nonbilled dispatches were reduced in the Southeast region by 10 percent and annual revenue increased by $600,000. Results from the pilot reflect a 35.6 percent reduction in non-billed dispatches, which corresponds to $2.15 million in projected incremental annual revenue. The process sigma level improved from 2.39 to 3.76.