Lean six sigma in a call centre: A case study

International Journal of Productivity and Performance Management

Volumn 59, Issue 8, 2010, Pages 757-768

  Laureani, Alessandro ^a   Antony, Jiju ^a   Douglas, Alex ^b  

^a UNIVERSITY OF STRATHCLYDE   (United Kingdom)

^b LIVERPOOL JOHN MOORES UNIVERSITY   (United Kingdom)

Author keywords

Call centres; Lean production; Operations management; Production improvement; Six sigma

Indexed keywords

EID: 78149401462     PISSN: 17410401     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410401011089454     Document Type: Article

References (17)

1. Antony, A. (2007), "Six sigma in service organizations. Benefits, challenges and difficulties, common myths, empirical observations and success factors" in International Journal of Quality & Reliability Management, Vol. 24, No. 3, pp. 294-311.
2. Forsyth, A.M. (2004), "Lloyds TSB banks on call-center quality" in Human Resource Management International Digest, Vol. 12, No. 1, pp. 14-16.
3. George, M.L. (2003), Lean Six Sigma for Services, McGraw-Hill, New York, NY.
4. Gettys, R. (2009), "Using lean six sigma to improve call center operations", available at: http://finance.isixsigma.com/library/content/c070418a.asp (accessed 22 January 2009).
5. Jacowski, T. (2008), Maximizing Call Center resource utilization with Six Sigma, available at: http://ezinearticles.com/?Maximizing-Call-Center-Resource-Utilization-With-Six-Sigma&id=1014905 (accessed 22 January 2009).
6. McAdam, R., Davies, J., Keogh, B. and Finnegan, A. (2008), "Customer-oriented six sigma in call centre performance measurement" in International Journal of Quality & Reliability Management, Vol. 26, No. 6, pp. 516-645.
7. Mader, D.P. (2008), "Lean six sigma's evolution" in Quality Progress, Vol. 41, No. 1, pp. 40-8.
8. Mahesh, V.S. and Kasturi, A. (2006), "Improving call centre agent performance: a UK-India study based on the agents' point of view" in International Journal of Service Industry Management, Vol. 17, No. 2, pp. 136-57.
9. Mintel (2009), Call Centre Industrial Report, London, April.
10. Patton, F. (2005), "Does six sigma work in service industries?" in Quality Progress, Vol. 38, No. 9, pp. 55-60.
11. Piercy, N. and Rich, N. (2009), "Lean transformation in the pure service environment: the case of the call centre" in International Journal of Operations & Production Management, Vol. 29, No. 1, pp. 54-76.
12. Pyzdek, T. (2003), The Six Sigma Handbook, McGraw-Hill Professional, New York, NY.
13. Snee, R.D. (1999), "Why should statisticians pay attention to six sigma?" in Quality Progress, Vol. 32, No. 9, pp. 100-3.
14. Taylor, P., Baldry, C., Bain, P. and Ellis, V. (2003), "A unique working environment: health, sickness and absence management in UK call centres" in Work, Employment and Society, Vol. 17, No. 3, pp. 435-58.
15. Wheeler, D.J. and Lyday, R.W. (1990), Evaluating the Measurement Process, 2nd ed., SPC Press, Knoxville, TN.
16. Womack, J.P. and Jones, D.T. (1996), Lean Thinking, Free Press, New York, NY.
17. Rosenberg, A. (2005), "Six sigma: the myth, the mystery, the magic - Can six sigma really make an impact in your call center?", available at: www.callcentermagazine.com/shared/article/showArticle.jhtml?articleId=59301130 (accessed 22 January 2009).