Using Lean Six Sigma to improve mobile order fulfilment process in a telecom service sector

This study proposes and follows a specific and systematic framework for implementing Lean Six Sigma (LSS) methodology in a telecom company in order to improve customer satisfaction by minimizing the company’s response time to customer requirements. The goal of this study was achieved by utilizing several LSS tools under five phases of the DMAIC methodology. Unlike previous studies in the telecom sector that used only qualitative method, in this study, both qualitative and quantitative methods were utilized to draw meaningful conclusions. As a result of the implementation of the LSS methodology, the average order fulfilment lead time for sales orders (SO) and value-added service (VAS) orders was reduced from 10.3 to 5.9 days and from 1.5 to 0.5 days, respectively. The reduction in lead time resulted in an increase in the sigma level for SO and VAS orders from 0.44 to 1.26 and from 0.73 to 2.66, respectively. These improvements were expected to lead to a financial benefit in savings of over $600,000 per year in operational costs, enhancements to customer experience and an increase in revenue generating opportunities. Moreover, this article enriches the existing literature on the application of LSS concept in the service industry, and helps the company to speed up the response to customer requirements.     

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The commander was mainlu in charge of the army in the local administration system during the Han Dynasty to the Sunwu Period. As the border prefectures were important in military defense, the armies of these prefectures were commonly divided into parts. Therefore, the army of Kuaiji Prefecture were divided into West Section Duwei, East Section Duwei and South Section Duwei. The West and East Section Duweis were founded for the purpose of suppressing the adherents of Yuyue as well as the Minyue and Ouyue people in the southeast coastline. In demand of securing the safety of the ship routes alongside the southeast coastline, the East Section Duwei migrated frequently within the area. In the meantime, the foundation of South Section Duwei was the result of the Sunwu government suppressing the local force and pillaging the labor resources in a partition background     

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