Page 433 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design and Improvement of Service Processes—Process Management 391

Table 10.4 lists key performance metrics for these three designs. Clearly,
design alternative 3 was the winning design. Case type departmental-
ization could increase the throughput from the current 25 claims per week
to 90 claims per week; the average cost per claim was reduced to $102.7,
compared with the current level of $116.10; and the average lead time was
reduced to 1154 minutes from the current 1283-minute level.