Statistical Process Control in the Call Center
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Authors
Price, David
Roach, Bill
Issue Date
2013-11-1
Type
Working paper
Language
en_US
Keywords
Statistical process control (SPC) , Call center , Key performance indicators (KPI) , Business education
Alternative Title
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.
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Citation
Publisher
Washburn University. School of Business