Application Of Improving Call Center Service Quality With 6sigma Methods

This paper firstly describes the origin of 6sigma methods, basic concepts, team organization, basic steps, using the tools, and project quality management-related theory and methods, the author makes a comparison of quality management theory and 6sigma theory, considering 6sigma methods application at home and abroad,by combining a tourism enterprise's call center implementation of specific projects, the paper details how the 6sigma methods and project management advance within the call center process, with the project implementation procedures and improved results, the paper shows project management methods and 6sigma method from theory extended to the application, showing they can play an important role in the call center service quality improvements.According to the project implementation, the authors conclude a call center management model of 6sigma method for service quality improvement. From three aspects of personnel management, statistical methods, project management, the paper gives a further description and analysis, and finally the authors concluded and proposed some advises when applying 6sigma method in call center service quality management applications may need.