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Improving Service Quality Of Call Center Using Dmaic Method And Service Blueprint

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  • Abdul, Fino Wahyudi

Abstract

Customer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of PT OCI call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab software. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer service.

Suggested Citation

  • Abdul, Fino Wahyudi, 2018. "Improving Service Quality Of Call Center Using Dmaic Method And Service Blueprint," OSF Preprints ksrwt, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:ksrwt
    DOI: 10.31219/osf.io/ksrwt
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    References listed on IDEAS

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    1. 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.
    2. Alessandro Laureani, 2012. "Lean Six Sigma in the Service Industry," Chapters, in: Yair Holtzman (ed.), Advanced Topics in Applied Operations Management, IntechOpen.
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