Building on the Understanding of Business Processes Related to Service Provisioning and Service Assurance at Bell Canada

The main goal of this project will be a key contribution to the implementation of the Six Sigma methodology to the service provisioning and service assurance of Bell’s business customers. Six Sigma is an organized and systematic problem-solving method for strategic system improvement and new product and service development. It relies on statistical methods and an approach which dramatically reduces customer-defined defect rates and/or improves key output variables. This methodology will be used to reduce costs and increase profits. Defects may be related to any aspect of customer satisfaction: high product quality, schedule adherence or cost minimization. The primary goal of Six Sigma is to improve customer satisfaction and thereby profitability, by reducing and eliminating defects.

Alberto Ivan Mendoza Martinez
Faculty Supervisor: 
Dr. Jose Garrido