A QC Story Demonstrates Improvement in (Telephone ) Response Time


Savage, Matthew J., M.B.A.; Cleary, Barbara A., Ph.D.   (1994, AQP)  

AQP Spring Conference Transactions    Vol. 16    No. 0
QICID: 16759    April 1994    pp. 510-515
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Article Abstract

Quality improvement in telephone response time in a customer service organization. A learning tool and a shared record of a 7 step improvement process for how quality management tools are assembled to improve and document a project (Plan Do Study Act cycle & Total quality transformation model). Inbound Telephone Inquiry Team / technical support teams formed.


Service sector

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