Mystery calling : a qualitative application of the Lean Six Sigma approach
Service quality over the telephone is increasingly becoming a critical competitive factor to an organization’s success. A previous study (Latifah A.L et al 2009) conducted in OUM found that learners rated the following two items “university staff is easily contacted by telephone” and “toll free...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Published: |
2010
|
| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/430/1/Fard-Mystery.pdf http://library.oum.edu.my/repository/430/ |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|