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/
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A Six Sigma approach to measure service quality in key dependencies of a government ministry |
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A Six Sigma approach to measure service quality in key dependencies of a government ministry |
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A Six Sigma approach to measure service quality in key dependencies of a government ministry Total Quality Management; Process Monitoring; Six Sigma LEMB |
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A Six Sigma approach to measure service quality in key dependencies of a government ministry |
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A Six Sigma approach to measure service quality in key dependencies of a government ministry |
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A Six Sigma approach to measure service quality in key dependencies of a government ministry |
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A Six Sigma approach to measure service quality in key dependencies of a government ministry |
| title_sort |
A Six Sigma approach to measure service quality in key dependencies of a government ministry |
| dc.creator.fl_str_mv |
Fontalvo-Herrera, Tomás Delahoz-Dominguez, Enrique Gonzalez, Yulibeth |
| dc.contributor.author.none.fl_str_mv |
Fontalvo-Herrera, Tomás Delahoz-Dominguez, Enrique Gonzalez, Yulibeth |
| dc.subject.keywords.spa.fl_str_mv |
Total Quality Management; Process Monitoring; Six Sigma |
| topic |
Total Quality Management; Process Monitoring; Six Sigma LEMB |
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LEMB |
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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 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. |
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2021 |
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2021 |
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2023-07-18T19:25:00Z |
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2023-07-18T19:25:00Z |
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2023 |
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Herrera, 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.2021.119701 |
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https://hdl.handle.net/20.500.12585/12127 |
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10.1504/IJTPM.2021.119701 |
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Universidad Tecnológica de Bolívar |
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Repositorio Universidad Tecnológica de Bolívar |
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Herrera, 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.2021.119701 10.1504/IJTPM.2021.119701 Universidad Tecnológica de Bolívar Repositorio Universidad Tecnológica de Bolívar |
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https://hdl.handle.net/20.500.12585/12127 |
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eng |
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eng |
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5 páginas |
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Fontalvo-Herrera, Tomáse6ef086e-a8da-45c4-9017-b3f0016337b8Delahoz-Dominguez, Enrique5e7439af-add5-49e6-a503-b3ab802bc74dGonzalez, Yulibethf39e06ac-ae90-49ab-b0b3-39df86daf2992023-07-18T19:25:00Z2023-07-18T19:25:00Z20212023Herrera, 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.2021.119701https://hdl.handle.net/20.500.12585/1212710.1504/IJTPM.2021.119701Universidad Tecnológica de BolívarRepositorio Universidad Tecnológica de BolívarThis 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.5 páginasapplication/pdfenghttp://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessAttribution-NonCommercial-NoDerivatives 4.0 Internacionalhttp://purl.org/coar/access_right/c_abf2International Journal of Technology, Policy and ManagementA Six Sigma approach to measure service quality in key dependencies of a government ministryinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/drafthttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/version/c_b1a7d7d4d402bccehttp://purl.org/coar/resource_type/c_2df8fbb1Total Quality Management;Process Monitoring;Six SigmaLEMBCartagena de IndiasAagesen, G., Krogstie, J. 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Cited 133 times. https://www.journals.elsevier.com/information-and-management doi: 10.1016/j.im.2019.103197Mancini, D., Piscitelli, G. Performance measurement systems in business networks: A literature review (Open Access) (2018) International Journal of Business Performance Management, 19 (1), pp. 87-104. Cited 7 times. http://www.inderscience.com/ijbpm doi: 10.1504/IJBPM.2018.088492(2016) Informe Estado De Las PQRS I Semestre 2016 MinInterior(2019) Informes De Estado De PQRS MinInterior 2019Muraliraj, J., Kuppusamy, S., Zailani, S., Santha, C. Lean, Six Sigma and its influence on potential and realized absorptive capacity (Open Access) (2020) International Journal of Lean Six Sigma, 11 (1), pp. 84-124. Cited 15 times. http://www.emeraldinsight.com/journal/ijlss doi: 10.1108/IJLSS-03-2018-0020Nawafleh, S. The impact of e-management on employee job performance in public management (2018) International Journal of Public Sector Performance Management, 4 (4), pp. 433-451. 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