Originally developed by Motorola to improve manufacturing processes, Six Sigma has evolved into a methodology for business management that emphasizes a metrics-driven set of quality management tools which are deployed in organizations through a special infrastructure of employees. These employees receive special training to become experts in Six Sigma, such that it can be applied to each individual's job or specialty.
At DTCC, we leverage Six Sigma methodologies and metrics to
Through Six Sigma, we've been able to identify and eliminate steps that confuse and delay our work, allowing us do things more easily, more efficiently and less expensively. Hundreds of our employees are certified "Black Belts" and "Green Belts," having been specially trained in Six Sigma methodologies to serve as points of contact for quality and business process enhancement in nearly all of our business units.
Six Sigma allows us to maintain and advance Process Excellence, which at DTCC is rooted in our ability to understand and align our business processes and measure them against our customers' needs and expectations. Likewise, our ability to identify performance gaps is driven by Six Sigma and other process improvement methodologies.
For DTCC, some of the most tangible results of our Six Sigma program are the world-class scores for overall customer satisfaction that we've received now for three years running in an independently conducted customer survey. Last year, we reached 91 percent customer satisfaction, a milestone demonstrating the impact of Six Sigma methodologies and metrics in our organization.
Our Six Sigma program has improved the way we deliver services to our customers, and the way we perform on a day-to-day basis. At DTCC, "putting customers first" is ingrained in our culture – and it's at the heart of our business model.
"Leveraging Six Sigma at DTCC to Drive a Customer-Centric Organization," by Donald F. Donahue, President and Chief Executive Officer
For more speeches and presentations from DTCC executives, click "Read More" below
A report on agent and customer efficiency data points, including sigma levels for timeliness and accuracy.Read More
An overview of Six Sigma methodologies and practices, and how they're applied at DTCC.View Demo