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Products & Services >> Research & Advisory Services >> R and AS Conferences > 2005 > August 2005: Trends in Lean, Six Sigma and Process Excellence: From Early Adopters to Agile Innovators
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The Control Phase of Six Sigma in Call Centers


Pages/Slides: 15

Delivery Format: PowerPoint






ID: GBC-082005NCC

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This item is available exclusively to Research & Advisory Services Members.
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

  • Benchmark Class

  • Presenter Info

Companies Profiled:
NCCI Holdings; Inc.


Ilene Lustigman
Director, Customer Service
NCCI Holdings


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