Applying Six-Sigma in the service industry: a review and case study in call center services

Chakraborty, A., and Tan, K.C. (2006) Applying Six-Sigma in the service industry: a review and case study in call center services. In: Proceedings of the IEEE International Conference on Management of Innovation and Technology (2) pp. 728-732. From: 2006 IEEE International Conference on Management of Innovation and Technology, 21-23 June 2006, Singapore.

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Abstract

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.

Item ID: 25625
Item Type: Conference Item (Research - E1)
ISBN: 1-4244-0147-X
Keywords: services, Six-Sigma, key performance indicators
Date Deposited: 29 Aug 2013 05:36
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management @ 100%
SEO Codes: 89 INFORMATION AND COMMUNICATION SERVICES > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified @ 100%
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