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The Executive Guide to Six Sigma Call Centers Mr James C. Abbot 2012

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Condition:
Very Good
“Very good condition. General wear and tear around cover.”
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Located in: South Lake Tahoe, California, United States
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eBay item number:315724238188
Last updated on 14 Jul, 2025 19:42:15 BSTView all revisionsView all revisions

Item specifics

Condition
Very Good
A book that has been read and does not look new, but is in excellent condition. No obvious damage to the book cover, with the dust jacket (if applicable) included for hard covers. No missing or damaged pages, no creases or tears, no underlining or highlighting of text, and no writing in the margins. Some identifying marks on the inside cover, but this is minimal. Very little wear and tear. See the seller’s listing for full details and description of any imperfections. See all condition definitionsopens in a new window or tab
Seller notes
“Very good condition. General wear and tear around cover.”
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
Author
James C. Abbott
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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