Raising the Bar…Continuous Improvement at Telcordia’s Help Desk Center
Carol Panza describes how she worked with Telcordia to improve their help desk process. This paper focuses on the steps involved in determining the goals for the process, where it fit within the organization, and how it was modeled.
Raising the Bar…Continuous Improvement at Telcordia’s Help Desk Center
March 4, 2003 , By