IDEAS home Printed from https://ideas.repec.org/a/eme/ijppmp/v59y2010i8p757-768.html
   My bibliography  Save this article

Lean six sigma in a call centre: a case study

Author

Listed:
  • Alessandro Laureani
  • Jiju Antony
  • Alex Douglas

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.

Suggested Citation

  • Alessandro Laureani & Jiju Antony & Alex Douglas, 2010. "Lean six sigma in a call centre: a case study," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 59(8), pages 757-768, November.
    • Handle: RePEc:eme:ijppmp:v:59:y:2010:i:8:p:757-768
    DOI: 10.1108/17410401011089454
    as

    Download full text from publisher

    File URL: https://www.emerald.com/insight/content/doi/10.1108/17410401011089454/full/html?utm_source=repec&utm_medium=feed&utm_campaign=repec
    Download Restriction: Access to full text is restricted to subscribers
    File URL: https://www.emerald.com/insight/content/doi/10.1108/17410401011089454/full/pdf?utm_source=repec&utm_medium=feed&utm_campaign=repec
    Download Restriction: Access to full text is restricted to subscribers
    File URL: https://libkey.io/10.1108/17410401011089454?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Abdul, Fino Wahyudi, 2018. "Improving Service Quality Of Call Center Using Dmaic Method And Service Blueprint," OSF Preprints ksrwt, Center for Open Science.
    2. Ľubica Simanová & Andrea Sujová, 2022. "The Impact of Continuous Improvement Concepts on the Performance of Furniture Production Processes," Central European Business Review, Prague University of Economics and Business, vol. 2022(1), pages 111-137.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eme:ijppmp:v:59:y:2010:i:8:p:757-768. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Emerald Support (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.