2011 | Six Sigma support – Business Case development
Working with Optus Six Sigma team to quantify and prioritise the business cases for a suite of initiatives to reduce the 9 figure cost of inbound calls.
A key insight was identifying the need to align the cost of inbound calls with the division P&L. This enabled quantifying the cost of call types and prioritising initiatives
Developed an Excel model to develop align the business case baseline with the P&L statement
Clarified business case assumptions with six sigma team and operations
Completed scenario modelling on customer and inbound call databases demonstrating the value of automated responses for different call types leading to approval of the business case