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About Fock You Scribd
This document summarizes a study that used the DMAIC method and service blueprinting to improve the service quality of a call center. The study found that customers experienced long wait times when first contacting the call center. The researchers analyzed this problem using tools from Lean Six Sigma such as SIPOC, pareto diagrams, CTQ, hypothesis testing, design of experiments, control charts, and Minitab software. The results showed an improvement in the call center's sigma level. A service blueprint was also created to analyze how improvements to the service process through DMAIC affected customer touchpoints and perceptions of service quality.
Detailed Information
| Author: | ['a'] |
|---|---|
| Publication Year: | 2021 |
| Pages: | 3 |
| Language: | English |
| Format: | |
| Price: | FREE |
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