What does this research mean for the field?

The application of Design for Lean Six Sigma (DFLSS) in a telecommunications company can reduce customer churn by implementing targeted retention strategies, resulting in a 6% increase in customers under contract and a 10% preservation of revenue over 12 months. Novelty: ClaimNovelty.NOVEL_FINDING. Consensus alignment: ConsensusAlignment.NEUTRAL.

What question did this study set out to answer?

The aim is to develop a proactive strategy to reduce customer churn in a telecommunications provider using Lean Six Sigma methods.

February 27, 2026Open Access

Creating a proactive churn retention strategy in a telecommunications company through the application of design for lean six sigma

View Full Paper

Ask AI

Bookmark

Authors

EMEnda MulcahyUniversity of Limerick RMRachel MoranUniversity of Limerick PWPatrick Walsh

Discussion

Member takes

Implication

Implements a proactive churn retention strategy in telecommunications, indicating the benefits of targeted interventions.

Key Points

The aim is to develop a proactive strategy to reduce customer churn in a telecommunications provider using Lean Six Sigma methods.
Utilized the DMADV methodology for strategy development.
Employed propensity modeling and customer segmentation techniques.
Implemented targeted interventions like loyalty discounts and outbound campaigns.
Conducted pilot tests with approximately 5000 high-risk customers per month.
Achieved a 6% increase in customers under contract.
Noted a 2% improvement in customer rates.
Reduced repeat call rates by 6%, equating to 2880 fewer calls annually.
Preserved an estimated 10% in revenue over 12 months.
Delivered a 2% annual cost reduction through fewer repeat calls.

Cite This Study

Mulcahy et al. (2026) studied this question.

synapsesocial.com/papers/69a13591ed1d949a99abf857 https://doi.org/10.34961/19263

View Full Paper

Ask AI

Bookmark

Creating a proactive churn retention strategy in a telecommunications company through the application of design for lean six sigma

Discussion

Member takes

Implication

Key Points

Cite This Study

Creating a proactive churn retention strategy in a telecommunications company through the application of design for lean six sigma

Discussion

Member takes

Implication

Key Points

Cite This Study

Also Consider

Also Consider