Applying six-sigma in the service industry: a review and case study in call center services

This paper presents an extensive review on the services, six-sigma, and application of six-sigma in services. In order to improve service quality focus on service process is necessary. Six-sigma is a philosophy which also concentrates on the improvement of process. So, six-sigma if properly applied can be useful for services. This study focuses on the application aspect of six-sigma to wider range of services. The wider applicability of six-sigma depends on identification of key performance indicators(KPIs) for different types of service processes. A case study is conducted in call center services to identify, analyze and compare critical to quality characteristics (CTQs) and KPIs with other types of services available in literature. This study will be helpful to both practitioners and researchers.

Evolution of microstructure during hot deformation of pearlitic steel

Hot deformation of pearlitic steel was carried out to examine the overall deformation response to microstructural evolution. To understand the mechanisms operative during hot deformation, compression tests were carried out at various temperatures in the range 400(-)600 degrees C and strain rates in the range 0.001-10 s(-1). The flow curves were analyzed to examine the occurrence of dynamic recrystallization. The evolution of microstructure in hot deformed samples is analysed using EBSD.

Proyecto curricular de educación secundaria obligatoria : aspectos generales.

Contiene además con portada y páginas propias texto invertido en euskera: Derrigorrezko Bigarren Hezkuntzako Curriculum Proiektua : alderdi orokorrak