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222 Lean Six Sigma DemystifieD

n = 8,217 Service order errors
8,217 100%
99%
7,189.875 96% 90%
89%
80%
6,162.75
70%
5,135.625
60%
Errors 4,108.5 3,881 47% 3,465 50%

40%
3,081.375
30%
2,054.25
20%
1,027.15
558 10%
259 54
0 0%
Can’t remove Invalid code Wireline and wireless Can’t remove Voice mail
BTN identical voice mail feature
Figure 6-3 • Pareto chart of customer-affecting errors.

n = 22,904 Customer record errors
22,904 100% 100%
97% 98%
95% 90%
20,041 88% 91%
82% 80%
17,178
69% 70%
14,315
60%
Errors 11,452 53% 50%

40%
8,589
6,145 5,900 30%
5,726 27%
3,708 20%
3,070
2,863 10%
1,285 787 778 544 275
0 303 109 0%
Invalid L2 errors Pending Invalid Account Complex Date CSR too List Pending 14 Held
wireless orders wireline does not Svc corrupted big section days order
USOC USOC exist
Figure 6-4 • Pareto chart of record-affecting errors.