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The Executive Guide to Six Sigma Call Centers by Abbott, James C.
by Abbott, James C. | PB | Good
US $11.05
Approximately£8.14
Condition:
“Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, ”... Read moreAbout condition
Good
A book that has been read, but is in good condition. Minimal damage to the book cover eg. scuff marks, but no holes or tears. If this is a hard cover, the dust jacket may be missing. Binding has minimal wear. The majority of pages are undamaged with some creasing or tearing, and pencil underlining of text, but this is minimal. No highlighting of text, no writing in the margins, and no missing pages. See the seller’s listing for full details and description of any imperfections.
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Free Economy Shipping.
Estimated between Mon, 28 Jul and Thu, 31 Jul to 94104
Located in: Aurora, Illinois, United States
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eBay item number:197433159229
Item specifics
- Condition
- Good
- Seller notes
- Binding
- Paperback
- Book Title
- The Executive Guide to Six Sigma Call Centers
- Weight
- 0 lbs
- Product Group
- Book
- IsTextBook
- No
- ISBN
- 9781887355117
About this product
Product Identifiers
Publisher
Smith Publishers, Robert Houston
ISBN-10
1887355111
ISBN-13
9781887355117
eBay Product ID (ePID)
119588702
Product Key Features
Subject
Operations Research, General
Publication Year
2008
Number of Pages
172 Pages
Language
English
Publication Name
Executive Guide to Six Sigma Call Centers
Type
Textbook
Subject Area
Business & Economics
Format
Trade Paperback
Additional Product Features
Intended Audience
Scholarly & Professional
TitleLeading
The
Synopsis
Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?)So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma's role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center., Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?) So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma's role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.
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- c***m (410)- Feedback left by buyer.Past 6 monthsVerified purchaseWOW!; I cannot believe this 3 Days to Hawaii! ; AAA+++; Excellent Service; Great Pricing; Fast Delivery-Faster Than Expected to Hawaii!; Shipped 05/05, Mon, Received 05/08, Thu to Hawaii using free shipping; USPS Ground Mail, Book in Excellent Condition--Better Than Described ; TLC Packaging; Excellent Seller Communication, Sends updates . Highly Recommended!, Thank you very much!
- a***r (375)- Feedback left by buyer.Past monthVerified purchasei am so happy to have every book of this series! the price of the book & the shipping is very reasonable! the book was as described & was in excellent condition! it was shipped quickly & arrived quickly! the books are always packaged carefully so they arrived undamaged! the communication from the sellers is always excellent--they go out of their way for excellent customer service! i have been a repeat customer from this seller & always will be! this seller is the best bookseller on ebay!
- l***b (332)- Feedback left by buyer.Past monthVerified purchase5 STARS on ALL aspects... ITEM AS DESCRIBED - 5 STARS... PACKAGING & SHIPPING - 5 STARS... VALUE OF ITEM RECEIVED - 5 STARS... COMMUNICATION - 5 STARS. Would highly recommend this seller to all Ebay buyers without any reservations. Thanks again for your business with BB812, and we do appreciate your care and consideration of our offer. HAPPY EBAY LIFE !!!