Applying six-sigma in the service industry: A review and case study in call center services
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Description
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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ID Code: | 47099 |
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Item Type: | Chapter in Book, Report or Conference volume (Conference contribution) |
Measurements or Duration: | 5 pages |
DOI: | 10.1109/ICMIT.2006.262316 |
ISBN: | 1-4244-0147-X |
Pure ID: | 33822375 |
Divisions: | Past > QUT Faculties & Divisions > Faculty of Science and Technology |
Copyright Owner: | Consult author(s) regarding copyright matters |
Copyright Statement: | This work is covered by copyright. Unless the document is being made available under a Creative Commons Licence, you must assume that re-use is limited to personal use and that permission from the copyright owner must be obtained for all other uses. If the document is available under a Creative Commons License (or other specified license) then refer to the Licence for details of permitted re-use. It is a condition of access that users recognise and abide by the legal requirements associated with these rights. If you believe that this work infringes copyright please provide details by email to qut.copyright@qut.edu.au |
Deposited On: | 20 Nov 2011 22:56 |
Last Modified: | 03 Mar 2024 23:14 |
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