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25RAS




Products & Services R and AS Conferences 2005 August 2005: Trends in Lean, Six Sigma and Process Excellence: From Early Adopters to Agile Innovators

The Control Phase of Six Sigma in Call Centers

ID: GBC-082005NCC


Pages/Slides: 15


Published: Pre-2014


Delivery Format: PowerPoint


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.


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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • PRESENTER INFO
Ilene will discuss how to leverage the tools of six sigma in a stealth manner without a top-down company-wide deployment. You don't need to invest lots of money to leverage the power of Six Sigma in the call center. In addition to providing stealth and cost-effective deployment insights, Ilene will also discuss tactical issues relating to Six Sigma in the Call Center, including:
  • how to manage key processes in the call center using process and result indicators
  • charting indicators using control charts
  • understanding variation within call center metrics and managing according to trends and process capability rather than single or average data points
  • managing with a combination of process and result indicators
  • predicting performance using control charts
Industries Profiled:
Companies Profiled:
NCCI Holdings; Inc.

Ilene Lustigman
Director, Customer Service

NCCI Holdings