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Return Rate: NTF Store Channel Battery Issues – Motorola Devices. Bob Flynn. NTF Store Channel (Battery/Motorola) - Project Overview. 0%. 98%. 98%. 85%. 33%. 9. Measure. Improve. Control. Define. Analyze. Project Phase. Project Phase. Validate Tests Select, Implement. SIPOC CTQ. - PowerPoint PPT Presentation
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Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Return Rate: NTF Store ChannelBattery Issues – Motorola Devices
Bob Flynn
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2
NTF Store Channel (Battery/Motorola) - Project Overview
Project Phase
Project Details
• Replacing devices later deemed to be NTF at a rate of 21%, cost of $68M. Motorola NTF is 40% of the total NTF volume at a cost of $27M.
• Investigate the NTF swap process and drivers.‐ Determine root cause of variable diagnosis‐ Implement customer/business-friendly solution to decrease variability
Reduce Volume of Motorola CLNR
Replacement due to NTF by 10%
Sept-Dec 2012 Savings:
$0.9M
Annual Savings: $2.7 M
Benefits
Customer• Increased satisfaction with device and replacement process.Verizon Wireless• Improved Customer Experience• More Efficient Business Process• Reduced Processing and Repair Costs
Description: Reduce instances of NTF due to Battery/Power issues in Motorola devices through the Store Channel.
99
Measure Improve Control
Measure SIPOCCTQ
Data collectionEstablish baseline
5/18 5/22 7/31Timeline - EST
98%98% 85% 33%
9/10
0%
Root CauseHypothesis Testing
6/30
Define AnalyzeProject Phase
Validate TestsSelect, Implement
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3
NTF Store Channel (Battery/Motorola) – Project Details
Actions to Date
Control ChartKey Findings & Next Steps
• Completed Charter, SIPOC, CTQ, Process Map • Visited CRW• Developed small scale trial to test solutions.• Working with CRW to explore options for Motorola
Charger Issue• Established core team to support project.• Reviewed current troubleshooting resources.
Key Findings:• Motorola Battery/Charger issue. • CLNR process not addressing Battery issues.• Intervening with Battery Replacement in Store
‐ Effective Resolution‐ Lower Cost‐ Better Customer Experience
Next Steps:• Expand trials for volume and geographic diversity.• Define OEM responsibility for Battery.• Develop ROE for Battery vs. Device Replacement.