Statistical Process Control in the Call Center
Author
Price, David
Roach, Bill
Publisher
Washburn University. School of BusinessSponsor
Kaw Valley BankDate
November 2013Metadata
Show full item recordAbstract
While the name of the operations management course was changed from production management years ago, some of the content, statistical process control, in particular, has not changed sufficiently to reflect the broadened emphasis in the course. This paper explores applications of statistical process control in the call center.