Masters Thesis

Improving service quality using Lean methodology in a customer call center

This thesis focuses on the voice of the customer by using focus groups of an organization’s internal customers, their employees. Using text analytics, the responses gathered during these focus groups have been analyzed. Internal customers are the eyes and ears of an organization because they are usually the primary contact a customer has with an organization. Therefore, employees provide direct knowledge about the process and function of an organization to help improve its overall service quality. Findings from this research show that customer satisfaction has a direct link to employee satisfaction. Improving the satisfaction of the internal customer also improves the overall satisfaction of an organization’s external customer. By allowing the internal customer’s voice to be heard, an organization can gain pertinent knowledge on why their employees are unsatisfied and ways to improve their satisfaction. Text analytics have proven to be beneficial in pinpointing data to assist with this effort.