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A Six Sigma approach to measure service quality in key dependencies of a government ministry

dc.contributor.authorFontalvo-Herrera, Tomás
dc.contributor.authorDelahoz-Dominguez, Enrique
dc.contributor.authorGonzalez, Yulibeth
dc.date.accessioned2023-07-18T19:25:00Z
dc.date.available2023-07-18T19:25:00Z
dc.date.issued2021
dc.date.submitted2023
dc.identifier.citationHerrera, T. F., Dominguez, E. D., & Gonzalez, Y. (2021). A Six Sigma approach to measure service quality in key dependencies of a government ministry. International Journal of Technology Policy and Management, 21(4), 317. https://doi.org/10.1504/ijtpm.2021.119701spa
dc.identifier.urihttps://hdl.handle.net/20.500.12585/12127
dc.description.abstractThis research proposes a method for measuring the quality of service to citizens about Complaints, Claims, and Suggestions addressed to the dependencies of a Government Ministry. The proposed method is applied using the information from the Information and Management System for Democratic Governance and the reports generated in the Complaints System of the Ministry of Government in Colombia. This paper proposes an evaluative-quantitative approach, implementing the Six Sigma metrics as elements of measurement and control. The periods between 2017 and 2018 were studied. As a finding, opportunities for improvement were objectively evidenced in the Legal Counsel Office and the Directorate for Democracy and Participation with sigma level values of 2.42 and 3.2 respectively. As a significant contribution, a data-driven approach is delivered to the international academic community to assess the quality of service in public entities that allow evaluating the different departments of a public entity in an objective, replicable and reproducible way. Copyright © 2021 Inderscience Enterprises Ltd.spa
dc.format.extent5 páginas
dc.format.mimetypeapplication/pdfspa
dc.language.isoengspa
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.sourceInternational Journal of Technology, Policy and Managementspa
dc.titleA Six Sigma approach to measure service quality in key dependencies of a government ministryspa
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datacite.rightshttp://purl.org/coar/access_right/c_abf2spa
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dc.type.driverinfo:eu-repo/semantics/articlespa
dc.type.hasversioninfo:eu-repo/semantics/draftspa
dc.identifier.doi10.1504/IJTPM.2021.119701
dc.subject.keywordsTotal Quality Management;spa
dc.subject.keywordsProcess Monitoring;spa
dc.subject.keywordsSix Sigmaspa
dc.rights.accessrightsinfo:eu-repo/semantics/openAccessspa
dc.rights.ccAttribution-NonCommercial-NoDerivatives 4.0 Internacional*
dc.identifier.instnameUniversidad Tecnológica de Bolívarspa
dc.identifier.reponameRepositorio Universidad Tecnológica de Bolívarspa
dc.publisher.placeCartagena de Indiasspa
dc.subject.armarcLEMB
dc.type.spahttp://purl.org/coar/resource_type/c_6501spa
oaire.resourcetypehttp://purl.org/coar/resource_type/c_6501spa


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Universidad Tecnológica de Bolívar - 2017 Institución de Educación Superior sujeta a inspección y vigilancia por el Ministerio de Educación Nacional. Resolución No 961 del 26 de octubre de 1970 a través de la cual la Gobernación de Bolívar otorga la Personería Jurídica a la Universidad Tecnológica de Bolívar.