Non-billed Inside Wire Dispatches Project Example

AT&T’s Southeast region Six Sigma project reduced nonbilled dispatches by 10 percent and increasing annual revenue by $600,000

--

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.

By all measures, the project was a success. We greatly exceeded the original project objectives of reducing nonbilled dispatches in the Southeast region by 10 percent and increasing annual revenue 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. The nominal investment of $53,000 and one-week payback period were met with approval from AT&T’s senior management. Perhaps most importantly, the TechAccess modification represents a sustainable,scalable solution with built-in compliance enforcement and a tracking system to change technician behavior.

[caption id="attachment_17166" align="alignnone" width="1250"] Sample image for project example[/caption]