PurposeThis paper tested a model to collect the voice of the customer to improve service delivery in call centers using the concept of failure demand. Customer responses are quantified for improvement in service delivery. There are many academic studies reporting effective and validated research methodologies to measure service quality. However, these methods are complex and unwieldy. The purpose of this paper is to adapt the lean service concept of working from the customer's viewpoint – to measure, then improve customer satisfaction, and thereby reduce costs.Design/methodology/approachA checklist of best practices for call centers was developed from the literature and multiple iterations used to develop a three part call evaluation system to include value demand, failure demand, not able to determine, and value demand as stated by the customer.FindingsThe findings indicated that the value/failure demand measurement system was useful and many failure demand occurrences occurred.Research limitations/implicationsThis paper is limited to service providers in call centers and their managers. Call center operators logged customer perceptions so it has the potential to lack objectivity.Practical implicationsService providers need simple tools to assess operations, improve quality, and efficiency. This paper will assist in the development of an easy‐to‐use and generic tool for the continuous improvement of services.Originality/valueThe paper is one of very few studies that use the actual customer voice to measure failure demand and call centers can apply this process.
Purpose: The great promise of continual quality improvement advocated by early quality gurus like Deming and Juran has not been fully realized. This paper explores the reasons for the limited success of implementation and institutionalization of continuous quality improvement.Approach: About 100 quality professionals from diverse organizations answered questions related to this study. Additionally, the authors executed a wide-ranging literature search including the use of Google Scholar. Findings:Nearly all quality professionals queried in this study agree that compliance to an external quality standard such as ISO is mandatory for their organizations. However, there is disagreement as to whether or not compliance with the continuous improvement proviso in most quality standards is actually implemented and functioning. Research limitations/implications:The sample size is small and there is a need for a larger universe of quality professionals, registration/standards organizations, and academic researchers. Practical implications:Many organizations from a broad array of economic sectors both public and private must comply with external quality standards. Most external quality standards contain a requirement for evidence of continuous improvement. However, the potential for improvement associated with compliance is frequently not realized.Originality/value: Continuous quality improvement is central to many quality standards including ISO 9001. Unfortunately, many ISO compliant organizations are unable to operationalize and sustain the process of continual improvement. This paper provides a novel examination of this problem and suggests ways that organizations can leverage the potential for improvement via their existing quality systems.
Purpose – This study aims to investigate if new ways of delivering higher education can contribute to economic revitalization by enhancing the economic competitiveness of the workforce. Design/methodology/approach – Case study/conceptual paper. Findings – This study establishes suggested criteria by which push and pull elements can be utilized to streamline the much needed pedagogical process for mid-career professionals taking asynchronous online graduate classes. Research limitations/implications – This study had very small sample and focused on further education of mid-career professionals. Originality/value – The current economic crisis requires new approaches to efficiently improving human capital, and this study proposes one successful approach.
His primary interest and expertise are in the areas of manufacturing process and CNC/CAM. Dr. Lahidji has been involved with the auto industry manufacturing firms as a consultant in the areas of improving manufacturing processes and productivity. He has written numerous articles and is the co-author of the textbook "Maximize SURFCAM".
His primary interest and expertise are in the areas of manufacturing process and CNC/CAM. Dr. Lahidji has been involved with the auto industry manufacturing firms as a consultant in the areas of improving manufacturing processes and productivity. He has written numerous articles and is the co-author of the textbook "Maximize SURFCAM".
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