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- Title
REDUÇÃO DO TEMPO DE RESPOSTA AO CLIENTE COM A METODOLOGIA SEIS SIGMA.
- Authors
de Jesus Pacheco, Diego Augusto; Vallada Flesch, Cassius
- Abstract
The goal of the work was to reduce the average response time to customers in the customer support sector of a large company through the DMAIC methodology and the Six Sigma Statistical Process Control. A quantitative approach was used, based on the mean return time from the case study client protocols. The study followed all stages of the DMAIC methodology, starting with the definition of the problem and ending with the new controlled process and controlled financial gains. The main results obtained were the reduction of the customer response time from 1.15 days to 0.404 days, the reduction of financial losses and the stabilization of the improvements implemented.
- Publication
Iberoamerican Journal of Industrial Engineering, 2018, Vol 10, Issue 19, p106
- ISSN
2175-8018
- Publication type
Article