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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...

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書目詳細資料
Main Authors:	Latifah Abdol Latif,, Ramli Bahroom,, Fard, Pooyan Yousefi
格式:	Article
出版:	2010
主題:	HD28 Management. Industrial Management LB2300 Higher Education
在線閱讀:	http://library.oum.edu.my/repository/430/1/Fard-Mystery.pdf http://library.oum.edu.my/repository/430/
標簽:	添加標簽沒有標簽, 成為第一個標記此記錄!

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