Businesses, organizations, governments, and operations are changing dramatically; the last two decades have seen the pace of this change dramatically increase. Many are still attempting to structure and operate like it was three decades ago. New and more effective tools are required to keep up. These tools apply to both manufacturing and service organizations. The Skills to Advance your Career Series covers these more effective tools and includes three books: Better Decisions through Effective Information Preparing Statistically Strong Tactical Reports Preparing Statistically Strong Strategic Reports Better Decisions through Effective Information, book one, covers decision-making and the foundation of information. This foundation is both statistical and financial. Division of Labor is the framework for all aspects of decision-making. It must be clearly understood to separate the policy, strategic, and tactical decisions. This book will explain the informational views to support each decision type. This book is unique in that it covers both statistics and financial reporting. The strategic decision of evaluating capital budgets and projects will be explained. Then we will provide a good statistical foundation and the show you how to select the appropriate statistical tool Finally, we will explain decision-making as a process.

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.

Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?) So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma's role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.