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

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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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Bibliographic Details
Main Authors:	Latifah Abdol Latif, Ramli Bahroom, Fard, Pooyan Yousefi
Format:	Article
Published:	2010
Subjects:	HD28 Management. Industrial Management LB2300 Higher Education
Online Access:	https://library.oum.edu.my/repository/430/

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