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The Strathprints institutional repository is a digital archive of University of Strathclyde research outputs.

Strathprints serves world leading Open Access research by the University of Strathclyde, including research by the Strathclyde Institute of Pharmacy and Biomedical Sciences (SIPBS), where research centres such as the Industrial Biotechnology Innovation Centre (IBioIC), the Cancer Research UK Formulation Unit, SeaBioTech and the Centre for Biophotonics are based.

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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.