Driving Improvement: Solving Telco Complaints with Six Sigma

By Barry Eeles

Having already defined, measured, and analyzed in previous iterations of this blog series, we now shift gears to the “Improve” phase. This is where the real magic happens; we take our data insights and transform them into impactful solutions to enhance customer satisfaction.

Art of Solution Design

In the Improve phase, our focus is on developing and implementing solutions that address the root causes identified during the Analyze phase. It’s about translating insights into action and driving positive change within our Telco operations.

Cross-Functional Collaboration in Action

Cross-functional teams were first introduced in the Analyze phase, and they take center stage in this phase. These teams, with representatives from various departments, play a vital role in brainstorming, refining, and implementing solutions.

Collaboration is a catalyst for innovation. Bringing together individuals with diverse perspectives ensures solutions are comprehensive, effective, and tailored to provide the necessary improvements to the identified root causes.

Pilot Programs and Iterative Refinement

Implementing a broad scale of solutions can be daunting. That’s where pilot programs help with testing our solutions on a smaller scale, while gathering feedback and refining the solution ahead of a full-scale deployment.

This iterative approach allows us to fine-tune our strategies and ensure improvements are not only effective but also sustainable. It’s a crucial step in driving long-term positive change in complaint management.

Realizing Quick Wins

While we’re aiming for comprehensive improvements, quick wins are equally valuable and should be recognized as such. Identifying and implementing solutions that yield immediate positive results boost morale and demonstrate tangible impact for our Six Sigma efforts.

Quick wins create momentum, fostering a culture of continuous improvement that serves as evidence of the commitment to enhancing customer satisfaction.

Celebrating Success and Lessons Learned

Every successful implementation in this phase is a cause for celebration. It’s an opportunity to acknowledge the hard work of teams and the positive impact on customer satisfaction. Equally important is reflecting on lessons learned, what worked well, and what can be improved for future initiatives.


As we drive improvement in Telco complaint management, the Improve phase is where theory meets practice. It’s about acting, testing solutions, and realizing positive change. With cross-functional collaboration, iterative refinement, and a focus on quick wins, we’re setting the stage for sustained improvements in customer satisfaction.

How We Can Help

Contact Cartesian if you want to know more about how we can help apply the Six Sigma principals to your organization.