| With the rapid development of information technology, the Interactive Voice Response (IVR)system has been currently widely used in all aspects of industry at home and abroad, which can replace the manual-based services to save cost. IVR was very common in banks and industry and telecom companies. However, IVR is not a good thing to the popularity in recent years. Newspapers and magazines reported that the hotline menu is a complex maze and people can't find what they want. Due to the low quality, IVR cannot satisfy people, which consequently leads to high cost in manual service.Six Sigma theories are studied in this thesis and are applied to solve the problems in IVR. We use the MEASURE and ANALYZE methods in Six Sigma DMAIC(D for Design, M for Measure, A for Analyze, I for Improve, C for Control) methodology to identify and analyze the reasons leading to quality problems in IVR, and then IMPROVE and CONTROL the identified reasons that cost IVR quality, thereby enhancing the quality of the IVR system to provide customers with better and convenient service, improving satisfaction and efficiency and reducing business costs.The applicability of Six Sigma in the service sector has been proved and we successfully improve the quality of IVR system, which has a positive meaning in the promotion of the Six Sigma. It also provide more solutions to improve the quality in the service sector. |
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