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EasyLink Home > About Us > Six Sigma
Six Sigma
Six Sigma at EasyLink
In 2002, EasyLink launched Six Sigma Quality throughout the organization, joining corporations such as GE, Honeywell, DuPont and Motorola in adopting this customer-focused way of doing business.
The goal of Six Sigma is to increase customer satisfaction and profitability by eliminating variability, defects and waste that undermine customer loyalty. Six Sigma is a rigorous and disciplined methodology that uses data and statistical analysis to measure and improve a company's operational performance by identifying and eliminating "defects" in manufacturing and service-related processes. Commonly defined as 3.4 defects per million opportunities, Six Sigma measures customers' "critical to quality" requirements and EasyLink's performance against specific metrics related to those requirements. To our customers, Six Sigma is pretty straightforward - deliver what you want the first time, on time. This covers everything from the availability of our network services and the time it takes us to deliver a customer transaction, to the accuracy of the bill we send you for doing so.
Six Sigma at EasyLink revolves around these key metrics:
- Network Availability
- Outage Frequency
- Provisioning Accuracy
- On-time Provisioning
- On-time Transaction Delivery
- On-time Problem Resolution
- Billing Accuracy
- Overall Customer Satisfaction
EasyLink’s implementation of Six Sigma is customer-centric, because the customer defines what a defect is. We work with our customers to define performance metrics and then regularly report on how well we are doing. Our long-term goal is to achieve a Six Sigma level of quality, which represents 99.99966% accuracy or fewer than 3.4 defects per one million opportunities.
Currently, EasyLink is operating at a near 5.0 Sigma level of quality. By contrast, the industry average is 3.0 to 3.5 Sigma, or between 20,000-50,000 defects per million.
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