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

This 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...

Full description

Autores:
Fontalvo-Herrera, Tomás
Delahoz-Dominguez, Enrique
Gonzalez, Yulibeth
Tipo de recurso:
Fecha de publicación:
2021
Institución:
Universidad Tecnológica de Bolívar
Repositorio:
Repositorio Institucional UTB
Idioma:
eng
OAI Identifier:
oai:repositorio.utb.edu.co:20.500.12585/12127
Acceso en línea:
https://hdl.handle.net/20.500.12585/12127
Palabra clave:
Total Quality Management;
Process Monitoring;
Six Sigma
LEMB
Rights
openAccess
License
http://creativecommons.org/licenses/by-nc-nd/4.0/