Customer-orientated Six Sigma in call centre performance measurement

Rodney McAdam, J Davies, W Keogh, A Finnegan

Research output: Contribution to journalArticle

19 Citations (Scopus)
LanguageEnglish
Pages516-545
JournalInternational Journal of Quality and Reliability Management
Volume26
Issue number6
DOIs
Publication statusPublished - 2009

Cite this

@article{30140b61a7e34424a7e531fe45492128,
title = "Customer-orientated Six Sigma in call centre performance measurement",
author = "Rodney McAdam and J Davies and W Keogh and A Finnegan",
year = "2009",
doi = "10.1108/02656710910966110",
language = "English",
volume = "26",
pages = "516--545",
journal = "International Journal of Quality and Reliability Management",
issn = "0265-671X",
number = "6",

}

Customer-orientated Six Sigma in call centre performance measurement. / McAdam, Rodney; Davies, J; Keogh, W; Finnegan, A.

In: International Journal of Quality and Reliability Management, Vol. 26, No. 6, 2009, p. 516-545.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Customer-orientated Six Sigma in call centre performance measurement

AU - McAdam, Rodney

AU - Davies, J

AU - Keogh, W

AU - Finnegan, A

PY - 2009

Y1 - 2009

U2 - 10.1108/02656710910966110

DO - 10.1108/02656710910966110

M3 - Article

VL - 26

SP - 516

EP - 545

JO - International Journal of Quality and Reliability Management

T2 - International Journal of Quality and Reliability Management

JF - International Journal of Quality and Reliability Management

SN - 0265-671X

IS - 6

ER -