November 15, 2004 - EasyLink Services Corporation (NASDAQ: EASY), a leading global provider of services that power the exchange of information between enterprises, their trading communities and their customers, has achieved a 63% overall improvement in quality levels and service delivered to its customers.
Addressing the North American Conference on Customer Management last Friday, Bill Robinson, the company's Vice President of Quality, described the lessons he has learned from successfully applying Six Sigma to the CRM process at EasyLink. Robinson has over 25 years' experience in quality and reliability management experience at AT&T, Lucent Technologies/Bell Labs, and EasyLink.
"As a services company, Six Sigma is pretty straightforward to EasyLink's customers - deliver what they want the first time, on time," said Robinson. "This includes everything from the availability of network services and the time it takes to deliver a customer transaction, to the accuracy of their monthly bill. Our Six Sigma program is already paying dividends of both increased customer loyalty and improvements in operating effectiveness."
Six-Sigma is a rigorous and disciplined methodology that uses data and statistical analysis to measure customers' "critical to quality" requirements and improve EasyLink's performance against specific metrics related to those requirements. Since the Company's launch of Six-Sigma in 2002, it has achieved an overall 63% improvement against these metrics.
Tom Murawski, EasyLink's President and CEO further commented: "Through our diligent efforts we have raised our overall quality levels into the range of world-class software companies, giving us what we believe to be a measurable quality advantage over our competitors.