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

A 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 cons...

Full description

Autores:
Fontalvo-Herrea, Tomás
Delahoz-Dominguez, Enrique
Fontalvo, Orianna
Tipo de recurso:
Fecha de publicación:
2022
Institución:
Universidad Tecnológica de Bolívar
Repositorio:
Repositorio Institucional UTB
Idioma:
eng
OAI Identifier:
oai:repositorio.utb.edu.co:20.500.12585/12177
Acceso en línea:
https://hdl.handle.net/20.500.12585/12177
Palabra clave:
Data-driven decisions
Management
Quality service
Six Sigma
Rights
openAccess
License
http://creativecommons.org/licenses/by-nc-nd/4.0/