1. © 2001 Six Sigma Academy1 Project Case Studies (Marketing Calls - Revenue)

2. © 2001 Six Sigma Academy 2 Client: Large Banking Operation Challenge : Increase current outbound call campaign strike rates by 70%. Goal: Identify and eliminate reasons for low strike rate while maintaining high customer satisfaction Results: Six Sigma methodology identified key factors and dramatically reduced defect rate by more than 70% Revenue increase from project >$640K ($53K increase during month control-period) Achieved near benchmark campaign strikes!

3. © 2001 Six Sigma Academy 3 Process & Data Baseline Historical data analysis revealed the following: Process strike rate averaging 12% for outbound call campaigns Benchmarked industries indicate campaign strike rates at >29% Root Cause Analysis Root cause analysis identified the following as needing correction/improvement: Inconsistencies in SOP’s Process Flow not stream-lined Inefficient use of campaign call resources Improvement/Control Strategies Adopted updated SOP’s Streamlined Process Flow Links made to FMEA More effective utilization of call resources

4. © 2001 Six Sigma Academy 4 Improvement Activities & Results Pareto Chart For Low Strike Rates Tools used in improvement: Train Marketing Staff on Products & Services Pre-call & In-call Checklist Standard call procedures & simplified scripts Eliminated NVA ~ 10% Increase in Calls 26+% Strike Rate Resulted In $53K Revenue Increase For Month ! Plus

5. © 2001 Six Sigma Academy 5 Financial Benefit Summary Project BenefitsImpact To P&L Annualized EBIT Improvement Revenue Increase $640K EBIT % = 22% - EBIT Impact from project = $141K annualized. EBIT Contribution For Project Determined By EBIT % For Product Line X Increased Revenue

6. © 2001 Six Sigma Academy 6