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    Improving quality and agent's performance in Bangkok call centres 

    Aruna Chawla; Srobol Smutkupt (Assumption University Press, 2019)

    Quality in the call center industry is one of the major objectives difficult to achieve when considering call center agents, with their need to find a balance between the number of calls received, average handling time of calls, or post wrap-up time in each call. The focal firm, AURSA Company, realizes the importance of helping agents to develop and deliver the right kind of quality to customers on call. From data analysis, the researcher found that the company’s call center agents’ performance ...
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    Managing hazardous waste of chemical inventory : a case study of textile manufacturer in Thailand 

    Singh, Ravi Raj; Vilasinee Srisarkun (Assumption University Press, 2019)

    This research is a case study of textile manufacturer in Thailand. Being a manufacturing industry, the company is facing a lot of hazardous waste generating in their chemical storage to preparation area. The objective of this research was to find the certain root cause of the waste in the process, which is not adding value. The research is also trying to find the solution and implement appropriate methodology to eliminate non-value added activities from the hazardous chemical inventory. ...