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Lean six sigma in a call centre : a case study

Laureani, Alessandro and Antony, Jiju and Douglas, Alex (2010) Lean six sigma in a call centre : a case study. International Journal of Productivity and Performance Management, 59 (8). pp. 757-768. ISSN 1741-0401

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Abstract

This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. The study draws on process information and primary data from a real project. The study describes improvements in the operation of the call centre attributable to lean six sigma: increase in first-call resolution ratio, reduction in operator turnover and streamlining of processes. The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. Although lean six sigma has been extremely successful in the last two decades in the manufacturing sector, its applicability to the service sector has been a controversial topic. This study illustrates its application to a fast-growing area of the service sector, assisting companies in identifying areas of development for their call centres.