Quality Wireless (A): Call Center Performance

Kellogg School of Management Cases

ISSN: 2474-6568

Publication date: 20 January 2017


To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.



Chopra, S. (2017), "Quality Wireless (A): Call Center Performance", Kellogg School of Management Cases. https://doi.org/10.1108/case.kellogg.2016.000269

Download as .RIS



Kellogg School of Management

Copyright © 2006, The Kellogg School of Management at Northwestern University

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.