Lean six sigma in a call centre: a case study

Alessandro Laureani, Jiju Antony and Alex Douglas

International Journal of Productivity and Performance Management, 2010, vol. 59, issue 8, 757-768

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.

Keywords: Lean production; Six sigma; Call centres; Production improvement; Operations management (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:eme:ijppmp:v:59:y:2010:i:8:p:757-768

DOI: 10.1108/17410401011089454

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