ReIngeniería
99 views | +0 today
Follow
ReIngeniería
Six Sigma Call Centers
Your new post is loading...
Your new post is loading...
Scooped by Carlos Dela Cruz
Scoop.it!

6MAR Six Sigma May be Dangerous to Your Call Center by Brooks Mitchell, PhD

6MAR Six Sigma May be Dangerous to Your Call Center by Brooks Mitchell, PhD | ReIngeniería | Scoop.it
Six Sigma May be Dangerous to Your Call Center by Brooks Mitchell, PhD - Recently, I received an e-mail invitation to attend a webinar titled, “Installing 6 Sigma Standards in Your Call Center.” At first, I thought it was a joke!
more...
No comment yet.
Scooped by Carlos Dela Cruz
Scoop.it!

6MAR Using Lean Six Sigma to Improve Call Center Operations

6MAR Using Lean Six Sigma to Improve Call Center Operations | ReIngeniería | Scoop.it
A call center client was so disappointed in the call center service that it was considering canceling the contract.
more...
No comment yet.
Scooped by Carlos Dela Cruz
Scoop.it!

6MAR Meaning Of Six Sigma

Six sigma has different meanings to different people. Some believe it is all about reducing variation, while others believe it's strictly a quality...
more...
No comment yet.
Scooped by Carlos Dela Cruz
Scoop.it!

6MAR When Goal Setting Goes Bad — HBS Working Knowledge

6MAR When Goal Setting Goes Bad — HBS Working Knowledge | ReIngeniería | Scoop.it
If you ever wondered about the real value of goal setting in your organization, join the club. Despite the mantra that goals are good, the process of setting beneficial goals is harder than it looks. New research by HBS professor Max H.
more...
No comment yet.
Scooped by Carlos Dela Cruz
Scoop.it!

6MAR Sigma Case Study - Handling Time Reduction at Call Center

This Six Sigma case study looks at how our client, a call center, was able to greatly reduce the average handling time of inbound calls.
more...
No comment yet.