A fun but sad example of poorly managed outsourcing was published earlier this week, which goes to show that outsourcing may sometimes not be your
Book Review: The Best Service is No Service
I quickly finished a complimentary copy of of The Best Service is no Service by David Jaffe and Bill Price. In general, I think the book is good; it
Lean Six Sigma Events Guide 2010
For the remainder of 2010, I thought I'd highlight the Lean Six Sigma events upcoming from around the world. If you know of an event taking place that
Call Centers as Queueing Systems
It's clear that a Call Center is a Queue. You can also view all 40+ articles on Queueing Theory. The flow of calls begins with K trunk lines that