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...
- 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/