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HBOK 1-042

Title Improving Quality and Productivity via Stratification: A Call Center Example for Forming Homogeneous Employee Groups
Author(s) Steve Hillmer and Canan Kocabasoglu
Source Quality Management Journal
Topic Performance Measurement

Performance Improvement

Work Process Management

Abstract Often, employees performing similar tasks do not perform at the same level. It is possible to identify root causes for poor performance and to initiate changes to encourage employee acceptance of responsibility by forming homogeneous performance groups. A simple statistical method is developed to place employees performing similar tasks into such groups. The concept is illustrated with data from a call center.
Access Restrictions Open to everyone with free registration
Link for .PDF http://www.asq.org/pub/qmj/past/vol14_issue1/qmjv14i1hillmer.pdf
Link for HTML None
Reference Code 1-042

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