Skip to main content

Lean six sigma in a call centre: a case study

Buy Article:

$54.08 plus tax (Refund Policy)

Abstract:

Purpose ‐ This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach ‐ The study draws on process information and primary data from a real project. Findings ‐ The study describes improvements in the operation of the call centre attributable to lean six sigma: increase in first-call resolution ratio, reduction in operator turnover and streamlining of processes. Practical implications ‐ The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. Originality/value ‐ Although lean six sigma has been extremely successful in the last two decades in the manufacturing sector, its applicability to the service sector has been a controversial topic. This study illustrates its application to a fast-growing area of the service sector, assisting companies in identifying areas of development for their call centres.

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

Document Type: Research Article

DOI: https://doi.org/10.1108/17410401011089454

Publication date: 2010-11-02

More about this publication?
  • Access Key
  • Free ContentFree content
  • Partial Free ContentPartial Free content
  • New ContentNew content
  • Open Access ContentOpen access content
  • Partial Open Access ContentPartial Open access content
  • Subscribed ContentSubscribed content
  • Partial Subscribed ContentPartial Subscribed content
  • Free Trial ContentFree trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more