A QC Story Demonstrates Improvement in (Telephone ) Response Time

Article

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
List $10.00
Member $5.00

This article is not available online. Contact us to receive a scan of the archive, in PDF format.
New to ASQ? REGISTER HERE.

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.

Keywords

Service sector


Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers





ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.