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Customer‐orientated Six Sigma in call centre performance measurement

McAdam, Rodney; Davies, John; Keogh, Bill; Finnegan, Anthony - In: International Journal of Quality & Reliability Management 26 (2009) 6, pp. 516-545

Purpose – The aim of this paper is to explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of Six Sigma is widened to include systems thinking constructs. Design/methodology/approach – A two‐phase...

Persistent link: https://www.econbiz.de/10014800540

Customer-orientated Six Sigma in call centre performance measurement

Mcadam, Rodney; Davies, John; Keogh, Bill; Finnegan, Anthony - In: International journal of quality & reliability management 26 (2009) 6-7, pp. 516-545

Persistent link: https://www.econbiz.de/10008326460

Customer-orientated six sigma in call centre performance measurement

McAdam, Rodney; Davies, John; Keogh, Bill; Finnegan, Anthony - In: International journal of quality & reliability management 26 (2009) 6, pp. 516-545

Persistent link: https://www.econbiz.de/10009525865

The development of absorptive capacity-based innovation in a construction SME

McAdam, Rodney; Miller, Kristel; McMacken, Nora; … - In: The international journal of entrepreneurship and innovation 11 (2010) 3, pp. 231-244

Persistent link: https://www.econbiz.de/10009851938

The development of absorptive capacity-based innovation in a construction SME

McAdam, Rodney; Miller, Kristel; McMacken, Nora; … - In: The international journal of entrepreneurship and innovation 11 (2010) 3, pp. 231-244

Persistent link: https://www.econbiz.de/10008658845

Book Review: The E Factor: Entrepreneurial Competencies for Personal and Business Success

Keogh, Bill - In: International small business journal 24 (2006) 5, pp. 547

Persistent link: https://www.econbiz.de/10007293442

Jus imponendi vectigalia, or, The learning touching customs, tonnage, poundage, and impositions on merchandizes asserted : as well from the rules of the common and civil law as of generall reason and policy of state

Davies, John - 1659 - The 2nd ed

Persistent link: https://www.econbiz.de/10012345246

The Survival of industrial society

Davies, John - 1974

Persistent link: https://www.econbiz.de/10004348468

Supporting virtual communities of practice

Davies, John - In: Industrial knowledge management : a micro-level approach, (pp. 199-211). 2000

Persistent link: https://www.econbiz.de/10001576873

Industrie und eine erweiterte Gesellschaft

Davies, John - 1971

Persistent link: https://www.econbiz.de/10002044662

A service of the