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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, Porto, Portugal.

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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.

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
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Depositing user: Mrs Caroline Sisi
Date Deposited: 23 May 2011 16:49
Last modified: 05 Nov 2013 15:34
URI: http://strathprints.strath.ac.uk/id/eprint/27898

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