Six Sigma in the Cleveland Clinic Call Center

Abstract

In an increasingly competitive environment, customer satisfaction and loyalty are vital factors for the success of any organization. Six Sigma, as a continuous improvement methodology, has been widely applied in manufacturing and service industries since its introduction in the 1980s. This paper examines the case of the Cleveland Clinic Call Center, aiming to optimize its workflow through qualitative and quantitative analysis to reduce call abandonment rates and enhance customer satisfaction. By collecting weekday call data from November 2021 to September 2022, we found the average daily abandonment rate to be 49.72%. To understand processes beyond traditional time-based measures, we also conducted surveys among Patient Service Specialists (PSSs) and proposed several improvement suggestions, such as hiring more PSSs, establishing standard templates, and updating the call system. Ultimately, through the application of Six Sigma, we helped Cleveland Clinic reduce its call abandonment rate by 30%.