Laureani, Alessandro; Antony, Jiju; Douglas, Alex - In: International Journal of Productivity and Performance … 59 (2010) 8, pp. 757-768
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...