Name: the executive guide to six sigma call centers (en Inglés)
Price: 27.59 USD
Availability: InStock
Author: Abbott, James C.
ISBN: 9781887355117

portada the executive guide to six sigma call centers (en Inglés)

Formato

Libro Físico

Autor

James C. Abbott

Editorial

Robert Houston Smith Publishers

Año

2012

Idioma

Inglés

N° páginas

174

Encuadernación

Tapa Blanda

Dimensiones

22.9 x 15.2 x 0.9 cm

Peso

0.24 kg.

ISBN

1887355111

ISBN13

9781887355117

Categorías

Investigación operativa

the executive guide to six sigma call centers (en Inglés)

James C. Abbott (Autor) · Robert Houston Smith Publishers · Tapa Blanda

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Reseña del libro "the executive guide to six sigma call centers (en Inglés)"

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.