Customer-orientated Six Sigma in call centre performance measurement

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	516-545
Journal	International Journal of Quality and Reliability Management
Volume	26
Issue number	6
DOIs	https://doi.org/10.1108/02656710910966110
Publication status	Published (in print/issue) - 2009

Access to Document

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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",

publisher = "Emerald Publishing",

number = "6",

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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

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EP - 545

JO - International Journal of Quality and Reliability Management

JF - International Journal of Quality and Reliability Management

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