return rate: ntf store channel battery issues – motorola devices

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Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorize Return Rate: NTF Store Channel Battery Issues – Motorola Devices Bob Flynn

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Return Rate: NTF Store Channel Battery Issues – Motorola Devices. Bob Flynn. NTF Store Channel (Battery/Motorola) - Project Overview. 0%. 98%. 98%. 85%. 33%. 9. Measure. Improve. Control. Define. Analyze. Project Phase. Project Phase. Validate Tests Select, Implement. SIPOC CTQ. - PowerPoint PPT Presentation

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Page 1: Return Rate:  NTF Store Channel Battery Issues – Motorola Devices

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

Return Rate: NTF Store ChannelBattery Issues – Motorola Devices

Bob Flynn

Page 2: Return Rate:  NTF Store Channel Battery Issues – Motorola Devices

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2

NTF Store Channel (Battery/Motorola) - Project Overview

Project Phase

Project Details

• Replacing devices later deemed to be NTF at a rate of 21%, cost of $68M. Motorola NTF is 40% of the total NTF volume at a cost of $27M.

• Investigate the NTF swap process and drivers.‐ Determine root cause of variable diagnosis‐ Implement customer/business-friendly solution to decrease variability

Reduce Volume of Motorola CLNR

Replacement due to NTF by 10%

Sept-Dec 2012 Savings:

$0.9M

Annual Savings: $2.7 M

Benefits

Customer• Increased satisfaction with device and replacement process.Verizon Wireless• Improved Customer Experience• More Efficient Business Process• Reduced Processing and Repair Costs

Description: Reduce instances of NTF due to Battery/Power issues in Motorola devices through the Store Channel.

99

Measure Improve Control

Measure SIPOCCTQ

Data collectionEstablish baseline

5/18 5/22 7/31Timeline - EST

98%98% 85% 33%

9/10

0%

Root CauseHypothesis Testing

6/30

Define AnalyzeProject Phase

Validate TestsSelect, Implement

Page 3: Return Rate:  NTF Store Channel Battery Issues – Motorola Devices

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3

NTF Store Channel (Battery/Motorola) – Project Details

Actions to Date

Control ChartKey Findings & Next Steps

• Completed Charter, SIPOC, CTQ, Process Map • Visited CRW• Developed small scale trial to test solutions.• Working with CRW to explore options for Motorola

Charger Issue• Established core team to support project.• Reviewed current troubleshooting resources.

Key Findings:• Motorola Battery/Charger issue. • CLNR process not addressing Battery issues.• Intervening with Battery Replacement in Store

‐ Effective Resolution‐ Lower Cost‐ Better Customer Experience

Next Steps:• Expand trials for volume and geographic diversity.• Define OEM responsibility for Battery.• Develop ROE for Battery vs. Device Replacement.