Optus – Six sigma

2011 | Business Case development, Six Sigma

– Worked with Optus Six Sigma team to quantify and prioritise the business cases for initiatives to reduce the cost of inbound calls.

Established the cost of inbound calls with expenditure by identifying the need to align these with the division P&LA


Developed an Excel model to perform analysis of customer and inbound call databases to develop the business case baseline

Clarified business case assumptions with six sigma team and operations

Completed scenario modelling for automated responses for certain call categories

Quantified the value of initiatives, and enabled prioritisation of these, by determining the value of reducing different inbound call types



Gained approval for implementation of initiatives.

Social Impact Innovation