Customer-orientated Six Sigma in call centre performance measurement

International Journal of Quality & Reliability Management

Volumn 26, Issue 6, 2009, Pages 516-545

  McAdam, Rodney ^a   Davies, John ^b   Keogh, Bill ^c   Finnegan, Anthony ^a  

^a UNIVERSITY OF ULSTER   (United Kingdom)

^b UNIVERSITY OF SALFORD   (United Kingdom)

^c HERIOT WATT UNIVERSITY   (United Kingdom)

Author keywords

Business improvement; Call centres; Operations and production management; Performance measures; Six sigma; Strategic evaluation

Indexed keywords

EID: 70349634214     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656710910966110     Document Type: Article

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