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Six sigma elevates e-booking, touchless.

Publication: Business Travel News
Publication Date: 07-JUN-04 		Format: Online - approximately 888 words
Delivery: Immediate Online Access

Article Excerpt
Honeywell Inc. process operations leader Sandie Barker--along with her team, American Express and GetThere-employed Six Sigma methodology to move 93 percent of the company's airline bookings online, reaching an 83 percent touchless rate in the United States and yielding more than $6 million in savings.

Although Barker said the travel department uses Six Sigma for all of its projects, using it to advance a fully functional online booking process was the department's most significant undertaking yet.

Barker noted that Six Sigma--a quality assurance methodology that aims to clearly define, achieve and maintain process improvements in a manner that limits inefficiencies and "removes causes of process variation"--yields only about 3.4 defects per million opportunities. "This is how we do business. It wasn't a trickle-down theory. This was out" change strategy that is essential...

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