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Six-sigma for improving Top-Box Customer Satisfaction score for a banking call centre
16 references·16 citing·40 second hopsampled
Six-sigma for improving Top-Box Customer Satisfaction score for a banking call centre (2015)Six-sigma for improving Top-Box Customer …Business Research Methods (2022)Business Research MethodsBusiness Research Methods (2020)Business Research MethodsImplementing lean sigma in an Indian rotary switches manufacturing organisation (2012)Implementing lean sigma in an…Implementing lean sigma framework in an Indian automotive valves manufacturing organisation: a case study (2011)Implementing lean sigma frame…The challenges of six sigma in improving service quality (2009)The challenges of six sigma i…A Lean Six-Sigma approach to touch panel quality improvement (2009)A Lean Six-Sigma approach to …Total productive maintenance: literature review and directions (2008)Total productive maintenance:…The Global Call Center Report: International Perspectives on Management and Employment (2007)The Global Call Center Report…Six sigma in service organisations (2007)Six sigma in service organisa…Implementing the Lean Sigma framework in an Indian SME: a case study (2006)Implementing the Lean Sigma f…Six Sigma: myths and realities (2004)Six Sigma: myths and realitiesOperational determinants of caller satisfaction in the call center (2000)Operational determinants of c…Working in the Service Society. (1998)Working in the Service Societ…Using Qualitative Methods in Organizational Research (1998)Using Qualitative Methods in …A Guide to the project management body of knowledge (1996)A Guide to the project manage…The Voice of the Customer (1993)The Voice of the CustomerNew Lean Six Sigma readiness assessment model using fuzzy logic: Case study within clothing industry (2022)New Lean Six Sigma readiness …A study into the contingencies of process improvement methods (2021)A study into the contingencie…Requirements, challenges and impacts of Lean Six Sigma applications – a narrative synthesis of qualitative research (2020)Requirements, challenges and …Application of Six Sigma methodology in an Indian chemical company (2020)Application of Six Sigma meth…An Overview of Banking Sector (2020)An Overview of Banking SectorLean Six Sigma in consumer banking – an empirical inquiry (2019)Lean Six Sigma in consumer ba…Impacts of Lean Six Sigma on improving a higher education system: a case study (2019)Impacts of Lean Six Sigma on …Application of Lean Six Sigma in IT support services – a case study (2019)Application of Lean Six Sigma…Internet banking: a review (2002–2016) (2018)Internet banking: a review (2…Exploring Lean Six Sigma implementation barriers in Information Technology industry (2018)Exploring Lean Six Sigma impl…An integrated structural model of QMPs, QMS and firm’s performance for competitive positioning in MSMEs (2018)An integrated structural mode…A novel approach to lean six sigma project management: a conceptual framework and empirical application (2018)A novel approach to lean six …Lean Six Sigma in policing services: case examples, lessons learnt and directions for future research (2017)Lean Six Sigma in policing se…Lean Six Sigma in financial services industry: a systematic review and agenda for future research (2017)Lean Six Sigma in financial s…Influence of Six Sigma on project success in construction industry of Pakistan (2017)Influence of Six Sigma on pro…Continuous improvement methodologies and practices in hospitality and tourism (2017)Continuous improvement method…Chief executives define their own data needs. (1979)Survey Research Methods. (1985)Research Methods for Business Students (2003)Six Sigma quality: a structured review and implications for future research (2010)Critical success factors for the effective implementation of Lean Sigma (2012)Six Sigma adoption: Operating performance impacts and contextual drivers of success (2012)Performance measurement system design (1995)Relationships between implementation of TQM, JIT, and TPM and manufacturing performance (2001)The Core Competence of the Corporation (2006)Operational performance and critical success factors of lean manufacturing in European food processing SMEs (2013)Total Productive Maintenance (TPM) Implementation in a Machine Shop: A Case Study (2013)Lean-Green Manufacturing Practices and Their Link with Sustainability: A Critical Review (2020)Technology-based service delivery: A classification scheme for developing marketing strategies (1994)Service quality in call centres: implications for customer loyalty (2002)Service Encounters as a Sequence of Events (2004)Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2016)The House of Quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Customer value: The next source for competitive advantage (1997)The machine that changed the world (1992)Lean Thinking—Banish Waste and Create Wealth in your Corporation (1997)Toyota production system: beyond large-scale production (1998)An investigation on lean-green implementation practices in Indian SMEs using analytical hierarchy process (AHP) approach (2016)A Systematic Literature Review on Recent Lean Research: State‐of‐the‐art and Future Directions (2017)Lean Six Sigma: yesterday, today and tomorrow (2017)Call centres: A decade of research (2008)Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers (2009)From the Firm to the Network: Global Value Chains and Employment Relations Theory (2013)The Logical Framework Method for Defining Project Success (1999)On Uncertainty, Ambiguity, and Complexity in Project Management (2002)Leadership competency profiles of successful project managers (2009)Empirical research methods in operations management (1990)The student perspective on employability (2011)Research Methods in Business Studies (2020)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Smart tourism destinations: ecosystems for tourism destination competitiveness (2016)Building Better Theory by Bridging the Quantitative–Qualitative Divide* (2006)Modeling How to Grow: An Inductive Examination of Humble Leader Behaviors, Contingencies, and Outcomes (2012)Embracing Causal Complexity (2016)
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References

  • 2022Business Research Methods10,949 cited
  • 1996A Guide to the project management body of knowledge4,339 cited
  • 2020Business Research Methods2,013 cited
  • 1993The Voice of the Customer1,969 cited
  • 1998Using Qualitative Methods in Organizational Research1,125 cited
  • 2008Total productive maintenance: literature review and directions574 cited
  • 2006Implementing the Lean Sigma framework in an Indian SME: a case study474 cited
  • 2007Six sigma in service organisations345 cited
  • 2000Operational determinants of caller satisfaction in the call center187 cited
  • 2007The Global Call Center Report: International Perspectives on Management and Employment180 cited
  • 1998Working in the Service Society.168 cited
  • 2009The challenges of six sigma in improving service quality167 cited
  • 2009A Lean Six-Sigma approach to touch panel quality improvement140 cited
  • 2004Six Sigma: myths and realities139 cited
  • 2011Implementing lean sigma framework in an Indian automotive valves manufacturing organisation: a case study126 cited
  • 2012Implementing lean sigma in an Indian rotary switches manufacturing organisation

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125 cited

Cited by

  • 2017Influence of Six Sigma on project success in construction industry of Pakistan69 cited
  • 2019Application of Lean Six Sigma in IT support services – a case study68 cited
  • 2017Lean Six Sigma in policing services: case examples, lessons learnt and directions for future research67 cited
  • 2018A novel approach to lean six sigma project management: a conceptual framework and empirical application65 cited
  • 2017Lean Six Sigma in financial services industry: a systematic review and agenda for future research64 cited
  • 2019Impacts of Lean Six Sigma on improving a higher education system: a case study59 cited
  • 2019Lean Six Sigma in consumer banking – an empirical inquiry50 cited
  • 2021A study into the contingencies of process improvement methods48 cited
  • 2017Continuous improvement methodologies and practices in hospitality and tourism45 cited
  • 2018An integrated structural model of QMPs, QMS and firm’s performance for competitive positioning in MSMEs44 cited
  • 2018Internet banking: a review (2002–2016)42 cited
  • 2018Exploring Lean Six Sigma implementation barriers in Information Technology industry41 cited
  • 2020Requirements, challenges and impacts of Lean Six Sigma applications – a narrative synthesis of qualitative research35 cited
  • 2022New Lean Six Sigma readiness assessment model using fuzzy logic: Case study within clothing industry34 cited
  • 2020Application of Six Sigma methodology in an Indian chemical company33 cited
  • 2020An Overview of Banking Sector28 cited