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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| Main Authors: | , , |
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| Format: | Article |
| Published: |
2010
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| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/430/1/Fard-Mystery.pdf http://library.oum.edu.my/repository/430/ |
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| Institution: | Open University Malaysia |