The Repository @ St. Cloud State

Open Access Knowledge and Scholarship

Date of Award


Culminating Project Type

Starred Paper

Degree Name

Engineering: M.E.M


Mechanical and Manufacturing Engineering


College of Science and Engineering

First Advisor

Dr. Ben Baliga

Second Advisor

Dr. Hiral Shah

Third Advisor

Dr. Balasubramanian Kasi

Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.

Keywords and Subject Headings

Lean Six Sigma DMAIC billing


The purpose of this project was to analyze the impact of applying Six Sigma concepts to solve redundancy issues in corporate trust operations. It is an assessment that was performed in the key operational fee processing unit in the Corporate Trust Services (CTS) department in a fortune 500 company. The project focused on the daily administration of fees including: set up, invoicing, collections, supporting comments for fee adjustments, waivers, accurate termination of account fees in key systems of record and business procedures relating to the collection of these fees. The assessment included all Corporate Trust Service business lines and products and the time period in scope was March 1st, 2016 through June 15th, 2016. In this project the DMAIC methodology was used to reduce the number of invoice adjustments and Six Sigma techniques were used to analyze and improve their issues at hand. The results of the project indicate that Six Sigma can positively impact organizational performance by reducing or eliminating redundancies and increasing efficiency. Through the deployment of a poka-yoke system key changes were able to be recommended to facilitate the changes needed.



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