Business process improvement in call center operations at XYZ Malaysia through the implementation of Lean Six Sigma methodologies
Abstract:
Purpose: This study explores the application of Lean Six Sigma methodologies to improve the business process in call center operations at XYZ Malaysia to enhance service quality and increase customer satisfaction. This study emphasizes the importance of adopting Lean Six Sigma.
Research Methodology: This study employed a mixed-method approach that utilized both qualitative and quantitative data. Qualitative data explores challenges and customer satisfaction levels, while quantitative data assesses the impact of Lean Six Sigma on specific metrics used by the call center.
Results: The study concludes that implementing Lean Six Sigma can significantly improve call center operations by mapping the current process, analyzing the challenges comprehensively, and generating possible root causes and solutions to help call center operations enhance efficiency, reduce AHT, and boost customer satisfaction. The findings suggest that Lean Six Sigma methodologies can provide a structured approach to problem-solving and process enhancement, enabling call centers to achieve higher performance standards. Recommendations for future research include expanding the scope to other languages supported by XYZ Malaysia and exploring the long-term impact of Lean Six Sigma on overall business performance. This study provides valuable insights for call center managers and practitioners seeking to improve their business operations. The findings underscore the potential of Lean Six Sigma to drive continuous improvement, ensuring that call center operations not only meet but also exceed customer expectations. Ultimately, this approach is expected to set new standards for customer care and call center management, particularly in the English-speaking market, contributing to XYZ Malaysia's vision of delivering outstanding customer experiences through exceptional service quality.
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Afriyani, N., Indrayani, I., Indrawan, M. G., Wibisono, C., & Ngaliman, N. (2023). The influence of training, discipline, and innovation on the performance of members of the Regional National Crafts Council (Dekranasda) in Tanjungpinang City: A quantitative study. Journal of Multidisciplinary Academic Business Studies, 1(1), 53-70.
Afshar Jahanshahi, A., Hajizadeh Gashti, M. A., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study of the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1.
Akbulut-Bailey, A., Motwani, J., & Smedley, E. (2012). When Lean and Six Sigma converge: A case study of a successful implementation of Lean Six Sigma at an aerospace company. Int. J. of Technology Management, 57, 18-32. doi:10.1504/IJTM.2012.043949
Bora, Y., Fanggidae, R. E., & Fanggidae, A. H. (2023). Analysis of the role of online transportation on tourism development (A study of tourists on users of grab online transportation services in kupang city). Journal of Multidisciplinary Academic and Practice Studies, 1(1), 1-10.
George, M. L., & George, M. (2003). Lean six sigma for service: McGraw-Hill New York, NY.
Jemal, S. (2022). The Effect of Supply Chain Management on the Performance of Commercial Bank Organization in Ethiopia's Case of Jimma City. International Journal of Financial, Accounting, and Management, 4(3), 285-302.
Khan, M. R., & Hossain, S. S. (2021). Perception of distance learning in Bangladeshi tertiary education: Prospects and obstacles in the Covid-19 era. Journal of Social, Humanity, and Education, 1(3), 197-207.
Mohamed, G. A., & Farahat, E. R. H. (2019). Enterprise Resource Planning system and its impact on tourism companies' operational performance. Journal of Sustainable Tourism and Entrepreneurship, 1(1), 69-85.
Pande, P. S., & Holpp, L. (2001). What Is Six Sigma? : McGraw Hill Professional.
Putra, M. F., Ahadiyat, A., & Keumalahayati, K. (2023). The influence of leadership style on performance with motivation as mediation (Study on employees of Metro City trade services during pandemi). Journal of Multidisciplinary Academic and Practice Studies, 1(1), 69-82.
Snee, R. D. (1999). Discussion: Development and use of statistical thinking: A new era. International Statistical Review/Revue Internationale de Statistique, 255-258.
Tarigan, M. I., Lubis, A. N., Rini, E. S., & Sembiring, B. K. F. (2020). Antecedents of destination brand experience. Journal of Sustainable Tourism and Entrepreneurship, 1(4), 293-303.
Udodiugwu, M. I., Eneremadu, K. E., Obiakor, U. J., Okeke, O. V., & Njoku, C. O. (2023). Digital marketing and customer behaviour in the retail sector of Nigeria. Journal of Digital Business and Marketing, 1(1), 25-47.
- Afriyani, N., Indrayani, I., Indrawan, M. G., Wibisono, C., & Ngaliman, N. (2023). The influence of training, discipline, and innovation on the performance of members of the Regional National Crafts Council (Dekranasda) in Tanjungpinang City: A quantitative study. Journal of Multidisciplinary Academic Business Studies, 1(1), 53-70.
- Afshar Jahanshahi, A., Hajizadeh Gashti, M. A., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study of the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1.
- Akbulut-Bailey, A., Motwani, J., & Smedley, E. (2012). When Lean and Six Sigma converge: A case study of a successful implementation of Lean Six Sigma at an aerospace company. Int. J. of Technology Management, 57, 18-32. doi:10.1504/IJTM.2012.043949
- Bora, Y., Fanggidae, R. E., & Fanggidae, A. H. (2023). Analysis of the role of online transportation on tourism development (A study of tourists on users of grab online transportation services in kupang city). Journal of Multidisciplinary Academic and Practice Studies, 1(1), 1-10.
- George, M. L., & George, M. (2003). Lean six sigma for service: McGraw-Hill New York, NY.
- Jemal, S. (2022). The Effect of Supply Chain Management on the Performance of Commercial Bank Organization in Ethiopia's Case of Jimma City. International Journal of Financial, Accounting, and Management, 4(3), 285-302.
- Khan, M. R., & Hossain, S. S. (2021). Perception of distance learning in Bangladeshi tertiary education: Prospects and obstacles in the Covid-19 era. Journal of Social, Humanity, and Education, 1(3), 197-207.
- Mohamed, G. A., & Farahat, E. R. H. (2019). Enterprise Resource Planning system and its impact on tourism companies' operational performance. Journal of Sustainable Tourism and Entrepreneurship, 1(1), 69-85.
- Pande, P. S., & Holpp, L. (2001). What Is Six Sigma? : McGraw Hill Professional.
- Putra, M. F., Ahadiyat, A., & Keumalahayati, K. (2023). The influence of leadership style on performance with motivation as mediation (Study on employees of Metro City trade services during pandemi). Journal of Multidisciplinary Academic and Practice Studies, 1(1), 69-82.
- Snee, R. D. (1999). Discussion: Development and use of statistical thinking: A new era. International Statistical Review/Revue Internationale de Statistique, 255-258.
- Tarigan, M. I., Lubis, A. N., Rini, E. S., & Sembiring, B. K. F. (2020). Antecedents of destination brand experience. Journal of Sustainable Tourism and Entrepreneurship, 1(4), 293-303.
- Udodiugwu, M. I., Eneremadu, K. E., Obiakor, U. J., Okeke, O. V., & Njoku, C. O. (2023). Digital marketing and customer behaviour in the retail sector of Nigeria. Journal of Digital Business and Marketing, 1(1), 25-47.
