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Papers by Topic: Lean Six Sigma

Managing Quality In Customer-Driven Organizations - For enterprises that depend on customer relationships to generate sales, better business outcomes and future opportunities, the quality of those relationships is absolutely vital. Proactive organizations are now taking a more expansive and innovative approach to quality management (QM) in contact centers and other customer relationship management (CRM) efforts. By leveraging a broader array of QM capabilities, organizations can reduce costs, gain peace of mind through reduced risk, improve customer satisfaction and create new revenue opportunities. - February 2009

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