A call center has determined five types of defects can occur in processing customer calls: the customer
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A call center has determined five types of defects can occur in processing customer calls: the customer spends too long on hold, the customer is given the wrong information, the customer rep handles the call in an unprofessional way, the customer is transferred to the wrong destination, and the customer is disconnected. A total of 468 calls were subject to a quality audit last month, and the results obtained from the audit are summarized in the list below. What is the DPMO for the call center?
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To calculate the DPMO Defects Per Million Opportunities for the call center we can use the following ...View the full answer
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Related Book For 
Operations And Supply Chain Management For MBAs
ISBN: 9781119355328
6th Edition
Authors: Jack R. Meredith, Scott M. Shafer
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