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Customer‐orientated Six Sigma in call centre performance measurement
14 references·5 citing·45 second hop
Customer‐orientated Six Sigma in call centre performance measurement (2009)Customer‐orientated Six Sigma in call cen…Freedom from Command and Control (2018)Freedom from Command and Cont…Building theories from case study research (2009)Building theories from case s…Unlocking the black box: line managers and HRM‐Performance in a call centre context (2008)Unlocking the black box: line…Exploring the six sigma phenomenon using multiple case study evidence (2008)Exploring the six sigma pheno…The current state of six sigma application in services (2007)The current state of six sigm…Six sigma in service organisations (2007)Six sigma in service organisa…A conceptual framework for integrating six‐sigma and strategic management methodologies to quantify decision making (2007)A conceptual framework for in…Six sigma for service processes (2006)Six sigma for service process…Lean production, six sigma quality, TQM and company culture (2006)Lean production, six sigma qu…A rational reconstruction of Six‐Sigma's breakthrough cookbook (2006)A rational reconstruction of …The application of knowledge management in call centres (2005)The application of knowledge …A multilevel case study critique of six sigma: statistical control or strategic change? (2004)A multilevel case study criti…Doing Research in Business and Management: An Introduction to Process and Method (1998)Doing Research in Business an…Case Study Research: Design and Methods (1984)Case Study Research: Design a…Achieving aggressive goals through Lean Six Sigma: A case study to improve revenue collection (2018)Achieving aggressive goals th…Lean Six Sigma education in manufacturing companies: the case of transitioning markets (2016)Lean Six Sigma education in m…A framework for Six Sigma project selection in higher educational institutions, using a weighted scorecard approach (2015)A framework for Six Sigma pro…Global views on integrating Six Sigma and ISO 9001 certification (2012)Global views on integrating S…Six Sigma: insights from organizational innovativeness and market orientation (2011)Six Sigma: insights from orga…Chief executives define their own data needs. (1979)Survey Research Methods. 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References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 2009Building theories from case study research11,299 cited
  • 1998Doing Research in Business and Management: An Introduction to Process and Method1,139 cited
  • 2006Lean production, six sigma quality, TQM and company culture693 cited
  • 2006Six sigma for service processes418 cited
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  • 2008Exploring the six sigma phenomenon using multiple case study evidence217 cited
  • 2004A multilevel case study critique of six sigma: statistical control or strategic change?208 cited
  • 2006A rational reconstruction of Six‐Sigma's breakthrough cookbook151 cited
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  • 2005The application of knowledge management in call centres50 cited
  • 2007A conceptual framework for integrating six‐sigma and strategic management methodologies to quantify decision making44 cited

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  • 2012Global views on integrating Six Sigma and ISO 9001 certification

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51 cited
  • 2015A framework for Six Sigma project selection in higher educational institutions, using a weighted scorecard approach50 cited
  • 2018Achieving aggressive goals through Lean Six Sigma: A case study to improve revenue collection29 cited
  • 2011Six Sigma: insights from organizational innovativeness and market orientation19 cited
  • 2016Lean Six Sigma education in manufacturing companies: the case of transitioning markets16 cited