Statistical Process Control, or SPC, is one of the most misunderstood and underused tools in modern business practice. SPC: Practical Understanding of Capability by Implementing Statistical Process Control, third edition debunks the myth that SPC is only for engineers or technical managers. In fact, SPC is the proper set of tools for any operation where a product is created using a continuously repeated process. This is true for both manufacturing and service industries (sometimes the "product" is actually a service to people.) Author James Abbott uses everyday language to explain WHAT makes SPC work, WHY it will work for every situation, and HOW it fits into the overall decision-making process. This third edition of SPC is the result of years of feedback and refinement. An expanded appendix provides complete glossaries of terms, constants, formulas, and a practice question and answer section.

SPC: Practical Understanding of Capability by Implementing Statistical Process Control, third edition (Walkabout)

Business & Money

James C. Abbott

Management & Leadership

Robert Houston Smith Publishers

After 30+ years of working with and teaching plant managers, author James Abbott has identified the qualities that set apart the most successful and promotable of this group. These managers have an intricate understanding of their machines, they are expert at assessing each component of their operation, and everyone at their facility has explicitly defined duties. These qualities are achieved by learning a specific set of holistic skills. This book provides a unique opportunity for managers to study the interrelationships necessary to take full advantage of Statistical Process Control. RUNNING YOUR MACHINES WITH SPC explains how and why to use control charts. In addition to the conventional control charts and capability studies, you will be introduced to bonus tools like the Walkabout(R) Dependency Diagram. You will practice plotting readings on a control chart, and learn what the data is saying about the process. Finally, you will follow along as a fictional company tries to implement SPC, but misuses some good tools. When the company correctly uses SPC, the results are immediately evident.

Running Your Machines with SPC (Walkabout)

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

The Executive Guide to Call Center Metrics

Abbott, James C.

Industries

This book is the companion to "The Executive Guide to Call Center Metrics" providing the details for how to prepare call center metrics. Metrics are tools for effective decision-making. This book will show you how to prepare, read, and use both strategy and tactical views of the metrics. This book explains the importance of variability and how to monitor it. This book is the perfect lead in to building a six sigma call center operation.

Preparing Call Center Metrics

Education & Reference

Do you know the benefits of sigma design for the call center world? Does reducing cost at your center sound good to you? How about reducing cost while providing BETTER service? Chapter 16 shows you how a Six Sigma design can provide better service at a lower cost than traditional approaches. 
 Success doesn't just happen-it requires careful planning. The first step is determining the correct design for your call center or help desk. Author James Abbott walks readers through what can and can't be managed, who should be making what types of decisions, and how to create and use a metric blueprint. He covers the necessary design terms so all of the players can communicate effectively. And he explains the essential role of Six Sigma in any well-designed center.

Designing Effective Call Centers

Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?) So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma’s role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.

The Executive Guide to Six Sigma Call Centers

Abbott, Mr James C

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