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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