Use of Six Sigma to optimize Cordis sales administration and order and revenue management process

Cordis Corporation, a Johnson and Johnson Company, undertook a project to reduce the sales representatives administrative tasks by 50% and to optimize the order and revenue management process for its customers. The existing process was complex, consisting of numerous handoffs, non-integrated systems, and duplication of work. Due to these issues, sales representatives and sales administration were spending too much time managing errors and non-value added tasks instead of being able to focus on the business. This resulted in lower than acceptable customer satisfaction. Using the DMAIC methodology and process model, the returns process was streamlined from over 29 main steps to 7 steps to minimize cycle times from 98 days to under 30 days, the sales administration organization was restructured to meet the needs of the customers, and the sales representatives admin task time was reduced by 50% to yield a potential $3 to $10 million in increased sales