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Details
- What: BellSouth wanted to increase revenue generated by its sales associates. Sales specialists called businesses to generate revenue
Key measures: Revenue/hour per specialist, Revenue/order.
- Who: Sales Specialists
- Where: Georgia, Florida
- How Long: 3 months (includes 3 weeks of testing)
- How: Six Sigma Approach
- Why: Revenue increased 52%
Collect Ideas: 150 ideas were collected from all sales specialists concerning “What could we do differently to increase our revenue?”
Ideas Tested/Time Frame: The ideas were reduced to 25 testable ideas. Only 4 were significantly helpful to increase sales, 2 hurt sales, 19 made no difference.
Some of the ideas tested: Tell me about the daily activities of your business, Are you aware of advertising on the internet? All features will be summarized on your bill, Will you need to rearrange any jacks?
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