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Six Sigma method to assess the quality of the service in a gas utility company

dc.contributor.authorFontalvo-Herrea, Tomás
dc.contributor.authorDelahoz-Dominguez, Enrique
dc.contributor.authorFontalvo, Orianna
dc.date.accessioned2023-07-19T21:16:23Z
dc.date.available2023-07-19T21:16:23Z
dc.date.issued2022-03-14
dc.date.submitted2023-07
dc.identifier.citationFontalvo-Herrea, T., Delahoz-Domínguez, E., Fontalvo, O. Six Sigma method to assess the quality of the service in a gas utility company (2022) International Journal of Process Management and Benchmarking, 12 (2), pp. 220-232. DOI: 10.1504/IJPMB.2022.121628spa
dc.identifier.urihttps://hdl.handle.net/20.500.12585/12177
dc.description.abstractA method to evaluate the quality of service of a customer service centre is proposed based on Six Sigma, and through an empirical and rational approach that allowed an objective perspective during the development of the study. The quality dimensions that structure the service were identified to consolidate their valuation and to analyse the results in terms of defects per parts per million, sigma level and yield. As a result, it was found that the performance of the service quality dimensions was satisfactory due to the results obtained by all the calculated metrics, obtained an average yield percentage above 97% in the two periods, and all dimensions of quality were above the critical sigma value with a level above 3.43 which shows that the centre provided a satisfactory service process during these periods. Finally, the proposed method associated with the contextualisation of the quality dimensions of the service is significantly innovative and important for the scientific and business community.spa
dc.format.extent13 páginas
dc.format.mimetypeapplication/pdfspa
dc.language.isoengspa
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.sourceInternational Journal of Process Management and Benchmarking - Vol. 12 No 2 (2022)spa
dc.titleSix Sigma method to assess the quality of the service in a gas utility companyspa
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datacite.rightshttp://purl.org/coar/access_right/c_abf2spa
oaire.versionhttp://purl.org/coar/version/c_b1a7d7d4d402bccespa
dc.type.driverinfo:eu-repo/semantics/articlespa
dc.type.hasversioninfo:eu-repo/semantics/draftspa
dc.identifier.doi10.1504/IJPMB.2022.121628
dc.subject.keywordsData-driven decisionsspa
dc.subject.keywordsManagementspa
dc.subject.keywordsQuality servicespa
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.type.spahttp://purl.org/coar/resource_type/c_6501spa
oaire.resourcetypehttp://purl.org/coar/resource_type/c_2df8fbb1spa


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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.