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Keywords: Call centres
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Journal Articles
International Journal of Quality & Reliability Management (2009) 26 (6): 516–545.
Published: 26 June 2009
...Rodney McAdam; John Davies; Bill Keogh; Anthony Finnegan Purpose The aim of this paper is to explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of Six Sigma is widened to include systems thinking constructs...
