Lean six sigma in a call centre: a case study

摘要

Purpose - This paper, a case study, aims to illustrate the application of lean six sigma in a call centrernof a service industry corporation.rnDesign/methodology/approach - The study draws on process information and primary data fromrna real project.rnFindings - The study describes improvements in the operation of the call centre attributable to leanrnsix sigma: increase in first-call resolution ratio, reduction in operator turnover and streamlining ofrnprocesses.rnPractical implications - The introduction of lean six sigma into the call centre daily operations'rnmanagement may have organizational benefits.rnOriginality/value - Although lean six sigma has been extremely successful in the last two decadesrnin the manufacturing sector, its applicability to the service sector has been a controversial topic. Thisrnstudy illustrates its application to a fast-growing area of the service sector, assisting companies inrnidentifying areas of development for their call centres.