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Other Papers on :Quality Management

S/OM/36. Operations Management in a Contact Centre

(2006, 2800 words)

This paper provides insight about how Quality Management Techniques along with Capacity Management helps in improving the Process design of operations function in a Contact centre. The techniques like Quality Cycle, continuous improvement, PDCA cycle, Statistical Process Control (SPC) tools, and forecasting the Fluctuations in Capacity. Process Design analysis and Performance management with the help of tools like Bar charts and Pareto Charts and finally process redesign.
 
   
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