Six Sigma IT Case Study: Cellphone Provider

Web Service

A cellphone provider featured a top-up service through its online web portal. The service let

customers log on and add minutes to prepaid cellphone plans. The purpose of the service

was to offer a fast, easy way prepaid cellphone holders could manage their minutes and

plans. In reality, however, the service had about a 40 percent failure rate for top-ups and

about a 20 percent failure rate for registration. That means that a large percent of

individuals had to call customer service to seek help with either adding minutes or

registering for the

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