... (Antony et al., 2008). Call centres Six sigma Performance measures Strategic evaluation Operations and production management Business improvement Call centres are often the first point‐of‐contact for customers and play a key role on whether customers decide to leave or stay...

... with a strategy of differentiation in quality and price, that is, better product and a higher price than competitors (Garvin, 1988). Strategic evaluation Quality assurance ISO 9000 series The implementation of quality assurance systems [1] based on ISO 9000 [2] standards is becoming a common...

... to have robust TQM programmes with greater longevity, by using frequent regenerative approaches. © MCB UP Limited 2002 Model Strategic evaluation TQM This model (Figure 4) is composed of four distinct profiles or scenarios, which inform the findings of models 1 and 2 in regard...