Lean six sigma in a call centre: a case study

Alessandro Laureani, Jiju Antony, Alex Douglas

Research output: Contribution to journalArticle

65 Citations (Scopus)

Abstract

This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. The study draws on process information and primary data from a real project. 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. The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. 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.
LanguageEnglish
Pages757-768
Number of pages12
JournalInternational Journal of Productivity and Performance Management
Volume59
Issue number8
DOIs
Publication statusPublished - 2010

Fingerprint

Lean Six Sigma
Call centres
Service sector
Manufacturing sector
Operator
Operations management
Turnover
Service industries

Keywords

  • lean six sigma
  • call centre
  • case study

Cite this

@article{dcb2dc3107ce47a7b43b230fec24b019,
title = "Lean six sigma in a call centre: a case study",
abstract = "This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. The study draws on process information and primary data from a real project. 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. The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. 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.",
keywords = "lean six sigma, call centre, case study",
author = "Alessandro Laureani and Jiju Antony and Alex Douglas",
year = "2010",
doi = "10.1108/17410401011089454",
language = "English",
volume = "59",
pages = "757--768",
journal = "International Journal of Productivity and Performance Management",
issn = "1741-0401",
publisher = "Emerald Group Publishing Ltd.",
number = "8",

}

Lean six sigma in a call centre : a case study. / Laureani, Alessandro; Antony, Jiju; Douglas, Alex .

In: International Journal of Productivity and Performance Management, Vol. 59, No. 8, 2010, p. 757-768.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Lean six sigma in a call centre

T2 - International Journal of Productivity and Performance Management

AU - Laureani, Alessandro

AU - Antony, Jiju

AU - Douglas, Alex

PY - 2010

Y1 - 2010

N2 - This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. The study draws on process information and primary data from a real project. 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. The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. 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.

AB - This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. The study draws on process information and primary data from a real project. 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. The introduction of lean six sigma into the call centre daily operations' management may have organizational benefits. 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.

KW - lean six sigma

KW - call centre

KW - case study

U2 - 10.1108/17410401011089454

DO - 10.1108/17410401011089454

M3 - Article

VL - 59

SP - 757

EP - 768

JO - International Journal of Productivity and Performance Management

JF - International Journal of Productivity and Performance Management

SN - 1741-0401

IS - 8

ER -