--- title: "Award-Winning Case Study: United Airlines" description: These exclusive Award-Winning Case Studies, representing the very best uses of Operational Excellence practice, are taken from The Global Six Sigma Awards. --- - [**PRO**QIS.com](https://www.proqis.com/) - [**PRO**QIS DIGITAL](http://www.proqisdigital.com/) - [**Careers PRO**QIS.com](https://proqis.com/careers) - [Get in Touch](http://proqis.com/contact) - [BTOES Annual Conference](http://btoes.com/) - [Follow us @BTOESInsights](https://twitter.com/BTOESInsights) - - - - [BTOESInsights](https://twitter.com/BTOESInsights) [![Subscribe](https://no-cache.hubspot.com/cta/default/480025/5d873dce-ed40-4bb4-a155-8f9b6a7167d5.png)](https://cta-redirect.hubspot.com/cta/redirect/480025/5d873dce-ed40-4bb4-a155-8f9b6a7167d5) - [Home](https://insights.btoes.com) - [BTOES Annual Flagship Conference](https://btoes.com/home) - [BTOES Awards](https://btoesawards.com/) ## Proqis Digital Virtual Conference Series View our schedule of industry leading free to attend virtual conferences. 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[View All Courses Now](https://insights.proqistraininginstitute.com/) [![](https://insights.btoes.com/hubfs/BTOES%20top%20banner-1.png)](https://btoes.com/) [![](https://insights.btoes.com/hubfs/BTOES%20Awards%20top%20banner.png)](https://btoesawards.com/) **Award-Winning Case Study: United Airlines** ***Paper submitted by: Anil Nair and Tarundeep Suri*** **Business Case:** Customer Relations plays a critical role in recovering customers who perceive disservice during the travel value stream. Hence, when the customer complaints to customer relations about their experience, it is important they feel satisfied with their interaction with customer relations. To measure this satisfaction, a monthly customer survey was implemented in May 2007 to capture customer satisfaction before and after contacting customer relations. The results from this survey for May-Aug 2007 indicated that our customers’ satisfaction with customer relations process was below the goal. Based on additional data available and direct customer feedback (VOC) to senior company officers, it was determined that our offshore contact center (hereby referred to as OFCC), which handles majority of the customer complaints, was causing significant customer dissatisfaction.  ### Download the Case Study Now ### Be A Hero! Empower Your Network Being a hero is all about creating value for others. 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