According to http://www.isixsigma.com/, Six Sigma is defined as "A disciplined, data-driven approach and methodology for eliminating defects (driving towards six standard deviations between the mean and the nearest specification limit) in any process -- from manufacturing to transactional and from product to service."
In the article at http://www.isixsigma.com/bp/callcenters/ entitled "Cutting-Edge Methods Help Target Real Call Center Waste," you can learn how Six Sigma strategies can be applied to optimizing contact centers.
Message Edited by KeithKreuz on 01-09-2009 02:03 PM
