Mystery calling : a qualitative application of the Lean Six Sigma approach

• المؤلفون الرئيسيون: Latifah Abdol Latif,, Ramli Bahroom,, Fard, Pooyan Yousefi
• التنسيق: مقال
• منشور في: 2010
• الموضوعات: HD28 Management. Industrial Management; LB2300 Higher Education
• الوصول للمادة أونلاين: http://library.oum.edu.my/repository/430/1/Fard-Mystery.pdf; http://library.oum.edu.my/repository/430/

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...