The Executive Guide to Six Sigma Call Centers (Paperback or Softback)

Abbott, James C.

ISBN 10: 1887355111 ISBN 13: 9781887355117

Editorial: Robert Houston Smith Publishers 3/22/2012, 2012

Idioma: Ingl�s

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The Executive Guide to Six Sigma Call Centers 0.53.

N� de ref. del art�culo BBS-9781887355117

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Detalles bibliogr�ficos

T�tulo

The Executive Guide to Six Sigma Call Centers (Paperback or Softback)

Editor

Robert Houston Smith Publishers 3/22/2012

Fecha de publicaci�n

2012

Idioma

Ingl�s

ISBN 10

1887355111

ISBN 13

9781887355117

Encuadernaci�n

Paperback or Softback

Estado

New

Tipo de libro

Book

Cat�logos de vendedores

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Sinopsis

Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?)So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma’s role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.

Rese�a del editor

Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?) So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma’s role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.

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