Statistical Process Control in the Call Center
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Author
Price, David
Roach, Bill
Publisher
Washburn University. School of Business
Sponsor
Kaw Valley Bank
Issue Date
November 2013
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Abstract
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.