The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
Author(s): Samir Čaušević, Elma Avdagić-GolubSubject(s): Business Economy / Management, ICT Information and Communications Technologies
Published by: UIKTEN - Association for Information Communication Technology Education and Science
Keywords: Quality services; Six Sigma; customer support
Summary/Abstract: Six Sigma is a version, a philosophy, a strategy and a set of tools for improvement of the quality services and processes. Till now, this method was mostly used in the world of manufacture. Telecommunication is the industry that is based on the service, where the customers are the main focus, and their needs very often seem unpredictable. In this work, a critical review had been given to the application of the Six Sigma methodology in the department of customers support of a telecom company. Through SWOT analysis, given is a review of the opportunities and challenges of this methodology, and also what is necessary to be changed for this methodology to have a purpose and application in one telecommunication company.
Journal: TEM Journal
- Issue Year: 8/2019
- Issue No: 4
- Page Range: 1307-1312
- Page Count: 6
- Language: English