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Open Access research that challenges the mind...

The Strathprints institutional repository is a digital archive of University of Strathclyde research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including those from the School of Psychological Sciences & Health - but also papers by researchers based within the Faculties of Science, Engineering, Humanities & Social Sciences, and from the Strathclyde Business School.

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Implementing lean six sigma service in a front office customer service centre

Smith, Marisa K. and Van der Meer, Robert and MacBryde, Jillian C. (2010) Implementing lean six sigma service in a front office customer service centre. In: 17th International Euroma Conference - Managing Operations in Service Economies, 2010-06-06 - 2010-06-09.

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Abstract

This research discussed in this paper concerns the managerial challenges involved in the implementation of a particular type of programme for organisational improvement or, more specifically, operations improvement. The research employs an exploratory comparative case methodology of two service centres which employ different implementation strategies. The findings are that there are a number of managerial challenges that are common across the two cases, these are; process and value stream mapping, performance measures, stability and variability of demand, standardization, training and continuous improvement culture. The differences come in the approaches that the two cases take to these challenges.