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, Porto, Portugal.
Full text not available in this repository. (Request a copy from the Strathclyde author)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.
| Item type: | Conference or Workshop Item (Paper) |
|---|---|
| ID code: | 27898 |
| Keywords: | operations improvement, managerial challenges, value stream mapping, performance measures, standardization, Management. Industrial Management |
| Subjects: | Social Sciences > Industries. Land use. Labor > Management. Industrial Management |
| Department: | Strathclyde Business School > Management Science Faculty of Engineering > Design, Manufacture and Engineering Management |
| Related URLs: | |
| Depositing user: | Mrs Caroline Sisi |
| Date Deposited: | 23 May 2011 16:49 |
| Last modified: | 04 Oct 2012 17:41 |
| URI: | http://strathprints.strath.ac.uk/id/eprint/27898 |
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