Improving Service Quality of Call Center  Using Dmaic Method and Service Blueprint

Abdul, Fino Wahyudi; Purwatmini, Nining

doi:10.24123/jmb.v15i1.38

Cited by 4 publications

(4 citation statements)

References 7 publications

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“…Alsyouf et al ( 2014 ) conducted a study in one of the international airports using the DMAIC method to identify the reasons for mishandled baggage. Abdul and Purwatmini ( 2016 ) applied the DMAIC method to improve the quality of call centre service as well as the service blueprint tool to analyse the relationship between quality improvement using DMAIC, customer contact and evidence from customer service. In India, Gupta et al ( 2018 ) used the DMAIC methodology to enhance the tire manufacturing process by reducing the number of defective items.…”

Section: Literature Reviewmentioning

confidence: 99%

Enhancing sustainability performance of universities: A DMAIC approach

Hamdan

Alsyouf

et al. 2023

Syst Res Behav Sci

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This paper aims to assess and improve the sustainability performance at a higher educational institute (HEI) in UAE using DMAIC methodology, considering five sustainability aspects (knowledge, behaviour, concern, awareness and attitude). One primary and six secondary research questions were defined in the define phase. In the measure phase, a questionnaire was designed to measure the current sustainability level based on the five sustainability aspects. A questionnaire was distributed among campus populations and statistically analysed in the analysis phase. Participation in UI GreenMetric was used in the control phase to monitor the performance from 2018 to 2020. It was found that the communication college has the lowest sustainability level at 25% marginal error compared with other colleges. Also, students have the lowest sustainability level compared with faculty and staff at a 15% marginal error. The proposed framework can help HEI decision-makers assess their sustainability levels and suggest plans to enhance sustainability performance.

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Section: Literature Reviewmentioning

confidence: 99%

Enhancing sustainability performance of universities: A DMAIC approach

Hamdan

Alsyouf

et al. 2023

Syst Res Behav Sci

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“…Furthermore, although DMAIC methodology was originally used in manufacturing processes, it has also been widely applied within many service industries, especially financial and healthcare institutions (Siha and Saad, 2008). In the context of the service industry, DMAIC methodology can be utilized to manage customers' dissatisfaction within the business process as certain issues are identified, variables affecting process are quantified, sources of the problems are analyzed, improvement is de-signed and implemented, variables are monitored until the expected sigma level is attained, and customer satisfaction is optimized (Abdul and Purwatmini, 2018). Implementation of this method in a healthcare service company was reported to generate significant cost savings and improvement at the sigma level (Rohini and Mallikarjun, 2011).…”

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confidence: 99%

“…Large numbers of successful Six Sigma projects in the hospitality industry were reported that demonstrated improvement in productivity, menu redesign, resort concierge, e-mail marketing, waiting for time, billing error, occupancy rate, and sales (Chakraborty and Tan, 2012). Abdul and Purwatmini (2018), also found that the five stages of DMAIC reduced loss caused by the withdrawal of customer loyalty from unhappy customers who got bad experience with the service. This reduction led to an improvement in the service quality of a call center company.…”

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confidence: 99%

Benefits and Challenges of Dmaic Methodology Implementation in Service Companies: An Exploratory Study

Subagyo¹,

Saraswati²,

Trilaksono³

et al. 2020

JAM

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The DMAIC (Define, Measurement Analyze, Improve, Control) methodology of Six Sigma has been widely recognized as a breakthrough process improvement strategy for application among human resources that offers an impressive reduction in defects or errors in many business processes. Even though Six Sigma’s DMAIC was predominantly applied in the manufacturing industry, recent studies have revealed that it has been implemented effectively in the service industry as well. This article aims to explore the benefits and the fundamental challenges of DMAIC implementation as a student’s course project in five Indonesian service companies. An exploratory study was conducted to provide a clear understanding of DMAIC method implementation in service companies. A similar challenge, the lack of openness of the company, was found across cases. Several enhancements in company performance were identified, including improved customer satisfaction, reduction in delivery errors, and shorter waiting time. This research also highlighted the usage of some non-statistical tools and techniques that effectively contribute to each phase of the DMAIC method. Lastly, all five companies reported that these improvement projects offer positive benefits, including increased revenue and cost reduction.

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“…Quality means more than simply meeting the customer's expectations. It means meeting or exceeding the customer's implied or perceived expectations to provide value (Abbott, 2004) as the quality of service affects customers' satisfaction (Abdul & Purwatmini, 2018). The BPO industry practices quality assurance as well.…”

Section: Introductionmentioning

confidence: 99%

Focused Sampling Orientation: Strategy for Quality Assurance in Company XYZ

Proceedings of the International Conference on Industrial Engineering and Operations Management

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The business process outsourcing (BPO) industry continuously grows in the Philippines for its low cost and strategic location. The industry practices quality assurance, which involves defining and implementing processes to produce deliverables that are defect-free and of high quality. Company XYZ uses random sampling for its sample selection. However, this resulted in a gap between their Quality Assurance (QA) and Customer Satisfaction (CSAT) scores. The purpose of the study is to look for a specific sampling technique to reduce the gap between the CSAT Score and QA Score of Company XYZ and to accurately detect and locate where a high percentage of defects are found and encountered. Using the focused sampling technique, two report drivers were identified as 1. Handling time also refers to efficiency, and 2. customer contacts show the number of times a customer contacted the business. Based on the result of the Paired T-test, the focused sampling has a significant difference from the random sampling technique. The focused sampling technique bridged the gap between Company XYZ's QA score and CSAT score as the QA score decreased for each team simultaneously as the rate of defects increased. The top opportunity identified for focused sampling explains why customers are dissatisfied with the service. Future studies may integrate other drivers that are critical to their business and customer.

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Improving Service Quality of Call Center Using Dmaic Method and Service Blueprint

Cited by 4 publications

References 7 publications

Enhancing sustainability performance of universities: A DMAIC approach

Enhancing sustainability performance of universities: A DMAIC approach

Benefits and Challenges of Dmaic Methodology Implementation in Service Companies: An Exploratory Study

Focused Sampling Orientation: Strategy for Quality Assurance in Company XYZ

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