Journal
INTERNATIONAL JOURNAL OF PRODUCTIVITY AND PERFORMANCE MANAGEMENT
Volume 59, Issue 8, Pages 757-768Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/17410401011089454
Keywords
Lean production; Six sigma; Call centres; Production improvement; Operations management
Categories
Ask authors/readers for more resources
Purpose - This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach - The study draws on process information and primary data from a real project. Findings - 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. Practical implications - The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. Originality/value - 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.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available