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Improving Quality and Productivity via Stratification: A Call Center Example for Forming Homogeneous Employee Groups

Summary: [This abstract is based on the authors' abstract.]Often, employees performing similar tasks do not perform at the same level. It is possible to identify root causes for poor performance and to initiate changes to encourage employee acceptance of responsibility by forming homogeneous performance groups. A simple statistical method is developed to place employees performing similar tasks into such groups. The concept is illustrated with data from a call center.

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