Research On The Management Of Service Quality’s Improvement Based On Lean Six Sigma In Call Centre Of Company T

Company T in this paper,operates Visa Application Centres for its government clients.It runs a self-operated national Call Centre in China.Its services are specifically focused on offering inquiries to its government clients’ visa applicants on the entire process of visa application,as well as selling Added Value Services.The service’s objectives and KPIs are in two areas.One is to provide visa applicants with inquiries before,during and after the submission of visa application,while the second one is to sell Added Value Services to visa applicants for a better customer experience in the Visa Application Centre.This thesis is related to the study of improvement in service quality management in Call Centres and their linkage to the standard of Lean Six Sigma.The COPC standard is commonly used as a benchmark for existing quality management and improvement in Call Centres.But it is not common in other industries,and it’s difficult to be understood and adopted by the clients.The Six Sigma standard has been found to be a common quality management standard across all industries and can be applied to Call Centre quality management as well.Each call or outbound call will be regarded as a finished "product",and how to improve the "product" yield is equivalent to how to improve the call quality,with a certain degree of reference and operability.In this study,we start by introducing the Lean Six Sigma principles and the revolution of the Call Centre industry,and then look at the common points between them by referring to previous study result to find out the theoretical basis that can be applied to Call Centre quality management.At the same time,through the definition of service quality and the common points between Call Centre’s service quality and that in other industries,the methodology for the rational application of Lean Six Sigma is found,and the improvement plan of service quality is developed to satisfy the Call Centre’s needs by comparing the statistics and analyzing the effectiveness of the implementation.