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...
- 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/