Category: Call Centers

This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

Software can be a helpful tool but it is not a magic wand. After investing half a million dollars in tracking software for its call center and still seeing a high volume of complaints, one company used DMAIC to turn a disaster into a success.

This Information Technology (IT) case study was done during the implementation of total quality management (TQM) in a financial services company with several hundred computers and computer users in multiple locations throughout India. The results have widespread applicability and in particular are aimed at organizations with large computer networks, IT facilities management companies and customer […]