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|Title:||Applying six-sigma in the service industry: A review and case study in call center services||Authors:||Chakrabarty, A.
|Keywords:||Key performance indicators
|Issue Date:||2006||Citation:||Chakrabarty, A.,Tan, K.C. (2006). Applying six-sigma in the service industry: A review and case study in call center services. ICMIT 2006 Proceedings - 2006 IEEE International Conference on Management of Innovation and Technology 2 : 728-732. ScholarBank@NUS Repository. https://doi.org/10.1109/ICMIT.2006.262316||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. © 2006 IEEE.||Source Title:||ICMIT 2006 Proceedings - 2006 IEEE International Conference on Management of Innovation and Technology||URI:||http://scholarbank.nus.edu.sg/handle/10635/72288||ISBN:||1424401488||DOI:||10.1109/ICMIT.2006.262316|
|Appears in Collections:||Staff Publications|
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