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