Improving Performance In A Service Company Using Project Management And Six Sigma | ||||
| المجلة العلمية لقطاع کليات التجارة بجامعة الأزهر | ||||
| Article 10, Volume 8, Issue 1, 2011, Page 1-19 PDF (663.02 K) | ||||
| Document Type: المقالة الأصلية | ||||
| DOI: 10.21608/jsfc.2011.27230 | ||||
 View on SCiNiTO | ||||
| Author | ||||
| Naglaa Ragaa Saeid Hassan | ||||
| Assistant Professor Of Operations Research, Institute of Statistical Studies and Researches - Cairo University | ||||
| Abstract | ||||
| Over the last few years, the number of organizations that deliver information technology services is increased. These organizations always need to improve service quality level for optimizing the customer's interaction, satisfaction and enhances the efficiency of the business operation. Thus, service quality continues to be a challenging topic in contemporary quality management theory and practice. Unlike products, services are not easily measured, tested or controlled for quality. This paper concentrates on improving the quality of service in a telecommunications technical support Call Center (CC) through the integration framework of Project Management (PM) and Six Sigma (SS) to control the attribute data. | ||||
Highlights | ||||
Six Sigma (SS | ||||
| Keywords | ||||
| Six Sigma (SS; Integrated Project Management and Six Sigma (IPMSS; improving the service in Call Center (CC | ||||
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