Increasing Customer Satisfaction
Lean Six Sigma uncovers new processes for software delivery.
You’re the security manager at a large corporation. Having received your order of 25,000 RSA SecurID tokens, you want to install the necessary software to activate them. After searching, you are unable to locate the necessary CD containing the software. You decide to call RSA for a replacement copy, which is sent immediately. You put the tokens aside because you have to wait until the CD arrives before you can activate them.
For the past four years, RSA, the Security Division of EMC, had received requests for replacement software from its customers. The percentage of replacement requests was averaging 8 percent annually. RSA had determined that the CDs were either not always arriving at the customer site in a timely manner or were being lost by the customer.
RSA diligently worked to solve this problem. Several changes were implemented; however, RSA still continued to receive requests for replacement CDs.