<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "Mystery calling : a qualitative application of the Lean Six Sigma approach "^^ . "Service quality over the telephone is increasingly becoming a critical competitive factor to an organization’s \r\nsuccess. A previous study (Latifah A.L et al 2009) conducted in OUM found that learners rated the following two \r\nitems “university staff is easily contacted by telephone” and “toll free number for learner services center is easily \r\nreachable” as least satisfactory. This indicates that OUM’s telephone services need to be improved. To enable \r\nimprovements to be made, the source of the problem needs to be identified. To achieve this, the Mystery Calling \r\napproach is used, whereby a total of 40 calls were made by a mystery caller to OUM staff. The responses from \r\nstaff were rated based on a set of questions related to friendliness, professionalism, issue resolution, quality of \r\nresponse, and other commonly known problems generally faced by learners in telephone calling. The results are \r\nanalyzed using the Lean Six Sigma 5-step method, that is, define, measure, analyse, improve and control \r\n(DMAIC) to rectify the problems encountered in telephone calling at OUM. The findings suggest that there is no \r\nstandard procedure in answering telephone calls as evident by the variety of responses. In addition, it is also found \r\nthat the calls were not attended to in an appropriate and timely manner. There is also a lack of knowledge on the \r\npart of the staff in terms of their inability to resolve the issues raised, not providing the relevant information and \r\n“passing the buck” to others. Finally, the attitude of the staff was found to be condescending in their dealings with \r\nlearners. This paper recommends that a standard telephone response procedure be put in place and the relevant \r\ntraining be provided to staff. Recognising that the telephone is an ubiquitous form of communication among \r\ndistance and widely distributed learners, removing their pain points in this service will immensely contribute to \r\nthe enrichment of their learning experience at OUM. Finally, this study represents one of the many initiatives at \r\nOUM in attempting to improve its services to its learners in line with its learner centredness. (Authors' abstract)"^^ . "2010" . . . "E-leader Singapore "^^ . . . . . . . . . . . . . . ""^^ . "Ramli Bahroom"^^ . " Ramli Bahroom"^^ . . ""^^ . "Latifah Abdol Latif"^^ . " Latifah Abdol Latif"^^ . . "Pooyan Yousefi "^^ . "Fard"^^ . "Pooyan Yousefi Fard"^^ . . "Open University Malaysia (OUM)"^^ . . . . . . . "Mystery calling : a qualitative application of the Lean Six Sigma approach (Text)"^^ . . . . . "Fard-Mystery.pdf"^^ . . . "Mystery calling : a qualitative application of the Lean Six Sigma approach (Other)"^^ . . . . . . "lightbox.jpg"^^ . . . "Mystery calling : a qualitative application of the Lean Six Sigma approach (Other)"^^ . . . . . . "preview.jpg"^^ . . . "Mystery calling : a qualitative application of the Lean Six Sigma approach (Other)"^^ . . . . . . "medium.jpg"^^ . . . "Mystery calling : a qualitative application of the Lean Six Sigma approach (Other)"^^ . . . . . . "small.jpg"^^ . . . "Mystery calling : a qualitative application of the Lean Six Sigma approach (Other)"^^ . . . . . . "indexcodes.txt"^^ . . "HTML Summary of #430 \n\nMystery calling : a qualitative application of the Lean Six Sigma approach \n\n" . "text/html" . . . "HD28 Management. Industrial Management"@en . . . "LB2300 Higher Education"@en . .