Customer Service Excellence: Lean SixSigma Process

Nortel creates a foundation of excellence through the use of Lean Six Sigma in its customer service center. The center will create process excellence in three major focus areas: supplier life-cycle management, design standards, and pricing analystics to support supplier negotiations. ...

... "Nortel plans to invest and spend US$ 38 million in the new Customer Service CoE over the next five years which is focused on next-generation network (NGN) engineering, VoIP solutions, multimedia, databases and radio-frequency technologies for global service providers and carriers. The CoE will be powered by state of the art tools, quality processes such as Lean Six Sigma and the latest in Nortel technology. It will support order management and network engineering and field operations such as delivery and application of remote software integration. Nortel intends to hire recent graduates from public and private Mexican universities to staff the CoE and should have 300 employees working at the CoE by June 2007. " ...

Via Nortel: Nortel Plans to Invest and Spend US$ 38 million in New Customer Service Center of Excellence in Mexico Over Next Five Years ...