Age Verification Cycle Time Project Example

DMAIC project helps a company significantly improve the customer experience.

$24.95

Description

For online betting organization
Betfair, based in the United
Kingdom, scrupulous identification
of customers is vital. Within
72 hours of creating a Betfair
account, the customer’s age must
be verified to be 18 years or
older. Betfair’s verification
process
is a necessary part of protecting
customers and the business,
and for complying with relevant
U.K. legislation. For the vast
majority of customers, this is a
non-intrusive background
process. In some cases, the
customers must contact a Betfair
help desk agent to manually
complete the process. Slow cycle
time and resulting customer
complaints regarding this process
prompted Betfair to do a rapid
process improvement project,
based on the DMAIC roadmap, on the
cycle time of age verification.
The project was a finalist in the
Largest-breakthrough
Improvement Projects for the 2010
iSixSigma Live! Awards.

Additional information

Format

PDF

Pages

7

Publishing Date

Jan/Feb 2010

Publisher

iSixSigma Magazine

Author(s)

BY SIAN DAVIDSON, WILLIAM MALONEY, MARCUS RUFF AND ANTOINE BONELLO

File Size (MB)

0.45

Minimum Software & Version

Adobe Acrobat Reader

License

Personal use only

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