NEW
SPC: 3rd edition Practical Understanding of Capability by Implementing Statistical Process Control
The Executive Guide to Call Center Metrics
by James C. Abbott
ISBN# 1-887355-08-1, softback, 192 pages
The Executive Guide to Call Center Metrics has been ranked the #1 Call Center Metrics book at www.Amazon.com since its publication in 2004.
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.
by James C.
Abbott
ISBN 13: 978-1-887355-09-4, softback, 304 pages
Preparing Call
Center Metrics is the perfect companion to the best selling book The
Executive Guide to Call Center Metrics. This is the perfect textbook for
schools conducting call center classes. This book is also the perfect
solution for in-house resources who need to lead and prepare metrics.
All the mathematical details are provided in the book. The sample
exercises present a variety of practice situations based on the author's
actual clients and experiences. The scenarios are thoughtfully designed,
and answers for all of the exercises are provided so there is no
guessing about the proper solution. The solutions are provided for each
exercise to assure that you can prepare you centers metrics properly
The Executive Guide to Six Sigma Call Centers
by James C.
Abbott
ISBN: 978-1887355-11-7, Softback, 172 pages
This is the
perfect book for the busy call center executive. The book will explain call center science and call center design
in a quick easy to follow examples. This book is the perfect companion
to Designing Effective Call Centers. Most people don't put it into
practice in a service sector world let alone in the call call center
world. This book solves that problem and uses real world call center
examples so the executive can understand the value of six sigma in a
call center.
Designing Effective Call Centers
by James C.
Abbott
ISBN: 978-1887355-10-0, Hardback, 264 pages
This is the
perfect book to explain call center science and call center design.
Six sigma is the rage in manufacturing but most people don't put it into
practice in a service sector world let alone in the call call center
world. This book solves that problem and uses real world call center
examples to explain how it should be applied.
You will see how to provide flawless service while simultaneously
reducing cost.
Optimize Your
Operation
Stories, Tools, and Lessons for Using the
Principles of Process Management to Improve Your Quality by James C. Abbott
ISBN: 1-887355-04-9, hardcover,
297 pages
Though the term sounds general, OPERATIONAL OPTIMIZATION actually consists of several clearly defined tools that must be used together to be successful. Product and
process analysis, mental Division of Labor, and
knowledge base building must all be properly applied to yield increased
profitability, improvements in product quality, and a more robust
knowledge base. OPTIMIZE YOUR OPERATION presents these vital tools using
entertaining, easy-to-understand stories that speed the learning process.
These stories encompass the lessons that will allow a businessperson to
radically improve a department, a division, or an entire company.
OPTIMIZE YOUR OPERATION is based on the author's popular MANAGER
OF THE FUTURE seminars. His successful lesson within a story approach has
helped Fortune 100 companies throughout North and South America to improve
their products, increase their profits, and to remain competitive in
quickly shifting markets.
TOPICS INCLUDE: What is the most
important asset a company can have?
What are the two Principles of
Process Management?
What drives improvement of the product or
service?
What are strategies and tactics, and how are they
different?
What is Division of Labor?
What is the role of Management
vs. Operations?
What is the Walkabout ® Dependency Diagram?
What
are metrics and how do we measure them? How do we build a metric
blueprint?
What are the two fatal mistakes of analysis and
reporting?
How can understanding the casual relationship improve the
knowledge base?
Running
Your Machines with SPC
A
Shop Floor Guide for Manufacturing
by James C.
Abbott
Finally – a “non-math” SPC book! This plant managers’ guide explains how to use control charts, and the tremendous benefits that can be expected when SPC is properly applied. These benefits include enhanced product performance, reduced cost, and streamlined delivery. Some of the topics discussed are: Reading Control Charts; Using Control Charts; Good Tools Misused; Tools for Running Your Machine; Benefits of Running Machines with SPC. Special appendices provide additional information about control chart calculations and plotting control limits. This book explains the role that SPC plays within a well-run factory; it is for businesspeople that want “the big picture.”
SPC:
PRACTICAL UNDERSTANDING OF CAPABILITY BY IMPLEMENTING STATISTICAL PROCESS
CONTROL, THIRD EDITION
by James C.
Abbott
ISBN# 1-887355-03-0, hardcover, 406 pages
SPC was designed to monitor any continuous process, machine, operation, or system. It is an accurate indicator of product and process consistency; it detects changes and assesses capability. SPC is composed of two tools: control charts and capability studies. A facility’s tacticians (operators) use control charts for monitoring the process and product and noting any changes. When a change has been noted, the strategists (management) use capability studies to assess the impact of the change on the customer. Both control charts and capability studies must be used in conjunction to properly identify and maintain improvements.
Unlike most statistics and process control texts, author James Abbott designed SPC: Practical Understanding of Capability by Implementing Statistical Process Control, third edition specifically for use on the shop floor. Traditionally, all of the statistical tools are introduced and their uses explained. Mr. Abbott discusses the situations companies are likely to encounter and then explains which tool to use, and how to use it, for each situation. His conversational style is a welcome relief from other technical handbooks. Sample questions (and answers) are scattered throughout the book for readers to practice their new skills. A complete appendix provides the constants, formulas, and charts necessary for all phases of SPC.
TOPICS INCLUDE:
Basic statistics
How to interpret
information and when to use it
Math tricks to make SPC
work
Normalized data
Central Limit Theorem
Analytical tools to
support tactical and strategic decision-making
Proper
grouping
Appropriate characteristics, techniques, and analysis in order
to provide accurate information for decision-making
The prerequisites
for making SPC a viable tool
Using a control chart
The construction
of the X and R control charts
Recognizing an alarm and initiating an
investigation of the cause
Understanding and using X and S and
Individuals charts to monitor specific situations
Using the four types
of attribute charts to detect count and percent of product or process
change
The capability study and its relationship to control
Tactics
and Strategy Working Together
SPC Self Study Guide:
A Workbook to use with SPC 3rd Edition
by James C. Abbott
ISBN# 1-887355-06-5, paperback, 163 pages
$19.95
From the author that brought you the best selling "SPC, third edition" comes this self-directed guide for more practice with SPC.
This workbook is the perfect solution for in-house resources who need to lead an SPC class but lack the mathematical expertise, or for managers who need an independent study because they can’t leave the operation for extended periods.
The sample exercises present a variety of practice situations based on the author’s actual clients and experiences. The scenarios are thoughtfully designed, and answers for all of the exercises are provided so there is no guessing about the proper solution.
SPC Exercise Manual
by James C. Abbott
ISBN 1-887355-07-03, softcover
5 book bundle for $59.95.
A student manual to use with the SPC self study workbook and SPC 3rd Edition. Exercises only. This book is for instructors to give to students; thus, the pricing of a bundle of 5 books is at the much reduced price of $59.95.