Call Centers Archives

Call Centers Case Studies Cause & Effect DMAIC IT

A Six Sigma Case Study – Tutorial for IT Call Center – Part 4 of 6

Published: February 26, 2010 by David L. Hallowell

This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

A Six Sigma Case Study – Tutorial for IT Call Center – Part 5 of 6

Published: February 26, 2010 by Gary A. Gack

This combination “case study and tutorial” tracks the inception of a Six Sigma DMAIC project by an IT support business. The project is aimed at helping the company become more competitive and profitable. Each part follows the project team as it works through another stage of the DMAIC methodology. Click to read the rest of […]

Reducing IT User Downtime Using TQM – A Case Study

Published: February 26, 2010 by Niraj Goyal

This Information Technology (IT) case study was done during the implementation of total quality management (TQM) in a financial services company with several hundred computers and computer users in multiple locations throughout India. The results have widespread applicability and in particular are aimed at organizations with large computer networks, IT facilities management companies and customer […]