Vol.8, No.4, November 2019.                                                                                                                                                                           ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company


Samir Čaušević, Elma Avdagić-Golub


© 2019 Elma Avdagić-Golub, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 8, Issue 4, Pages 1307-1312, ISSN 2217-8309, DOI: 10.18421/TEM84-29, November 2019.


Received: 07 October 2019.

Revised:   07 November 2019.
Accepted:  12 November 2019.
Published: 30 November 2019.




Six Sigma is a version, a philosophy, a strategy and a set of tools for improvement of the quality services and processes. Till now, this method was mostly used in the world of manufacture. Telecommunication is the industry that is based on the service, where the customers are the main focus, and their needs very often seem unpredictable. In this work, a critical review had been given to the application of the Six Sigma methodology in the department of customers support of a telecom company. Through SWOT analysis, given is a review of the opportunities and challenges of this methodology, and also what is necessary to be changed for this methodology to have a purpose and application in one telecommunication company.


Keywords – Quality services, Six Sigma, customer support.



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