Applying six-sigma in the service industry: a review and case study in call center services

Chakraborty, Ayon & Tan, Kay Chuan (2006) Applying six-sigma in the service industry: a review and case study in call center services. In Proceedings 2006 IEEE International Conference on Management of Innovation and Technology, IEEE, Singapore, pp. 728-732.

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This paper presents an extensive review on the services, six-sigma, and application of six-sigma in services. In order to improve service quality focus on service process is necessary. Six-sigma is a philosophy which also concentrates on the improvement of process. So, six-sigma if properly applied can be useful for services. This study focuses on the application aspect of six-sigma to wider range of services. The wider applicability of six-sigma depends on identification of key performance indicators(KPIs) for different types of service processes. A case study is conducted in call center services to identify, analyze and compare critical to quality characteristics (CTQs) and KPIs with other types of services available in literature. This study will be helpful to both practitioners and researchers.

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6 citations in Scopus
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ID Code: 47099
Item Type: Conference Paper
Refereed: Yes
Keywords: Services, Six-Sigma, Key Performance Indicators
DOI: 10.1109/ICMIT.2006.262316
ISBN: 142440147X
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > Information Systems
Copyright Owner: Copyright 2006 IEEE
Copyright Statement: Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE.
Deposited On: 20 Nov 2011 22:56
Last Modified: 21 Nov 2011 19:23

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