Table of Contents

Chapter One: Getting Started

Chapter Two: What is a Sigma?

Chapter Three: Why Sigma?

Chapter Four: Sigma Designs in a Call Center

Chapter Five: Why Six?

Chapter Six: Starting a Six Sigma Design

Chapter Seven: What Can I Manage?

Chapter Eight: Design Terms

Chapter Nine: Operational Philosophy

Chapter Ten: Call Centers and Decision-making

Chapter Eleven: Segmentation

Chapter Twelve: Walkabout® Dependency Diagram

Chapter Thirteen: Coefficient of Value

Chapter Fourteen: Selection

Chapter Fifteen: Metric Blueprint and Settings

Chapter Sixteen: Optimizing a Sigma Design

Chapter Seventeen: More Things You Can Do

Index