The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company

The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company

Six Sigma is a version, a philosophy, a strategy and a set of tools for improvement of the quality services and processes. Till now, this method was mostly used in the world of manufacture. Telecommunication is the industry that is based on the service, where the customers are the main focus, and th...

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Bibliographic Details
Main Authors: Samir Čaušević, Elma Avdagić-Golub
Format: Article
Language:English
Published: UIKTEN 2019-11-01
Series:TEM Journal
Subjects:
quality services
six sigma
customer support
Online Access:http://www.temjournal.com/content/84/TEMJournalNovember2019_1307_1312.pdf
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spelling doaj-ede5f2b50e674087b0859105162386ea2020-11-25T01:57:34ZengUIKTENTEM Journal2217-83092217-83332019-11-01841307131210.18421/TEM84-29The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication CompanySamir ČauševićElma Avdagić-GolubSix Sigma is a version, a philosophy, a strategy and a set of tools for improvement of the quality services and processes. Till now, this method was mostly used in the world of manufacture. Telecommunication is the industry that is based on the service, where the customers are the main focus, and their needs very often seem unpredictable. In this work, a critical review had been given to the application of the Six Sigma methodology in the department of customers support of a telecom company. Through SWOT analysis, given is a review of the opportunities and challenges of this methodology, and also what is necessary to be changed for this methodology to have a purpose and application in one telecommunication company.http://www.temjournal.com/content/84/TEMJournalNovember2019_1307_1312.pdfquality servicessix sigmacustomer support
collection DOAJ
language English
format Article
sources DOAJ
author Samir Čaušević
Elma Avdagić-Golub
spellingShingle Samir Čaušević
Elma Avdagić-Golub
The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
TEM Journal
quality services
six sigma
customer support
author_facet Samir Čaušević
Elma Avdagić-Golub
author_sort Samir Čaušević
title The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
title_short The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
title_full The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
title_fullStr The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
title_full_unstemmed The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
title_sort challenges and opportunities of introducing six sigma at customer support telecommunication company
publisher UIKTEN
series TEM Journal
issn 2217-8309
2217-8333
publishDate 2019-11-01
description Six Sigma is a version, a philosophy, a strategy and a set of tools for improvement of the quality services and processes. Till now, this method was mostly used in the world of manufacture. Telecommunication is the industry that is based on the service, where the customers are the main focus, and their needs very often seem unpredictable. In this work, a critical review had been given to the application of the Six Sigma methodology in the department of customers support of a telecom company. Through SWOT analysis, given is a review of the opportunities and challenges of this methodology, and also what is necessary to be changed for this methodology to have a purpose and application in one telecommunication company.
topic quality services
six sigma
customer support
url http://www.temjournal.com/content/84/TEMJournalNovember2019_1307_1312.pdf
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