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Lean six sigma in a call centre: a case study

Antony, Jiju (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.

    Item type: Article
    ID code: 35374
    Keywords: lean six sigma, call centre, case study, Engineering design, Business, Management and Accounting(all), Strategy and Management
    Subjects: Technology > Engineering (General). Civil engineering (General) > Engineering design
    Department: Faculty of Engineering > Design, Manufacture and Engineering Management
    Related URLs:
      Depositing user: Pure Administrator
      Date Deposited: 28 Oct 2011 12:40
      Last modified: 05 Sep 2014 13:29
      URI: http://strathprints.strath.ac.uk/id/eprint/35374

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