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/
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Six Sigma method to assess the quality of the service in a gas utility company |
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Six Sigma method to assess the quality of the service in a gas utility company |
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Six Sigma method to assess the quality of the service in a gas utility company Data-driven decisions Management Quality service Six Sigma |
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Six Sigma method to assess the quality of the service in a gas utility company |
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Six Sigma method to assess the quality of the service in a gas utility company |
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Six Sigma method to assess the quality of the service in a gas utility company |
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Six Sigma method to assess the quality of the service in a gas utility company |
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Six Sigma method to assess the quality of the service in a gas utility company |
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Fontalvo-Herrea, Tomás Delahoz-Dominguez, Enrique Fontalvo, Orianna |
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Fontalvo-Herrea, Tomás Delahoz-Dominguez, Enrique Fontalvo, Orianna |
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Data-driven decisions Management Quality service Six Sigma |
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Data-driven decisions Management Quality service Six Sigma |
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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 consolidate their valuation and to analyse the results in terms of defects per parts per million, sigma level and yield. As a result, it was found that the performance of the service quality dimensions was satisfactory due to the results obtained by all the calculated metrics, obtained an average yield percentage above 97% in the two periods, and all dimensions of quality were above the critical sigma value with a level above 3.43 which shows that the centre provided a satisfactory service process during these periods. Finally, the proposed method associated with the contextualisation of the quality dimensions of the service is significantly innovative and important for the scientific and business community. |
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2022 |
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2022-03-14 |
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2023-07-19T21:16:23Z |
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2023-07-19T21:16:23Z |
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2023-07 |
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Fontalvo-Herrea, T., Delahoz-Domínguez, E., Fontalvo, O. Six Sigma method to assess the quality of the service in a gas utility company (2022) International Journal of Process Management and Benchmarking, 12 (2), pp. 220-232. DOI: 10.1504/IJPMB.2022.121628 |
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https://hdl.handle.net/20.500.12585/12177 |
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10.1504/IJPMB.2022.121628 |
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Universidad Tecnológica de Bolívar |
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Repositorio Universidad Tecnológica de Bolívar |
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Fontalvo-Herrea, T., Delahoz-Domínguez, E., Fontalvo, O. Six Sigma method to assess the quality of the service in a gas utility company (2022) International Journal of Process Management and Benchmarking, 12 (2), pp. 220-232. DOI: 10.1504/IJPMB.2022.121628 10.1504/IJPMB.2022.121628 Universidad Tecnológica de Bolívar Repositorio Universidad Tecnológica de Bolívar |
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eng |
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13 páginas |
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Fontalvo-Herrea, Tomás15ef8751-9f66-455d-b461-89a24dacb3bcDelahoz-Dominguez, Enrique5e7439af-add5-49e6-a503-b3ab802bc74dFontalvo, Orianna99663300-d82c-4d7f-b771-ba22d3c2ce852023-07-19T21:16:23Z2023-07-19T21:16:23Z2022-03-142023-07Fontalvo-Herrea, T., Delahoz-Domínguez, E., Fontalvo, O. Six Sigma method to assess the quality of the service in a gas utility company (2022) International Journal of Process Management and Benchmarking, 12 (2), pp. 220-232. DOI: 10.1504/IJPMB.2022.121628https://hdl.handle.net/20.500.12585/1217710.1504/IJPMB.2022.121628Universidad Tecnológica de BolívarRepositorio Universidad Tecnológica de BolívarA 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 consolidate their valuation and to analyse the results in terms of defects per parts per million, sigma level and yield. As a result, it was found that the performance of the service quality dimensions was satisfactory due to the results obtained by all the calculated metrics, obtained an average yield percentage above 97% in the two periods, and all dimensions of quality were above the critical sigma value with a level above 3.43 which shows that the centre provided a satisfactory service process during these periods. Finally, the proposed method associated with the contextualisation of the quality dimensions of the service is significantly innovative and important for the scientific and business community.13 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 Process Management and Benchmarking - Vol. 12 No 2 (2022)Six Sigma method to assess the quality of the service in a gas utility companyinfo: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_2df8fbb1Data-driven decisionsManagementQuality serviceSix SigmaCartagena de IndiasBailke, P.A., Patil, S.T. Distributed algorithms for improved associative multilabel document classification considering reoccurrence of features and handling minority classes (2019) International Journal of Business Intelligence and Data Mining, 14 (3), pp. 299-321. Cited 2 times. http://www.inderscience.com/ijbidm doi: 10.1504/IJBIDM.2019.098843Benbrahim, C.F., Sefiani, N., Meddaoui, A., Reklaoui, K. Assessment of human resource competence and performance indicator (2017) International Journal of Process Management and Benchmarking, 7 (1), pp. 20-37. Cited 11 times. http://www.inderscience.com/ijpmb doi: 10.1504/IJPMB.2017.080937Bo, X.-P., Wang, Y.-Y., Zou, J.-F. Implementation of six sigma to service quality management in auto after-sale (2013) 19th International Conference on Industrial Engineering and Engineering Management: Engineering Economics Management, pp. 1163-1171. Cited 5 times. ISBN: 978-364238441-7 doi: 10.1007/978-3-642-38442-4_122Canals, C.S. (2002) Revista Espanola de Financiacion y Contabilidad, 31 (113), pp. 803-831. Cited 4 times. http://www.tandfonline.com/loi/refc20 doi: 10.1080/02102412.2002.10779462Cheng, K.-M., Hsu, C.-H., Huang, C.-H. A Study on the application of 6-Sigma on the enhancement of service quality of fitness club (2012) Quality and Quantity, 46 (2), pp. 705-713. Cited 12 times. doi: 10.1007/s11135-010-9424-7Cowles, D.L., Myers, T.A. Service Quality in the Public Sector: A Comparative Analysis of Public- and Private-Sector Contact Personnel (2015) Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 383-387. Cited 2 times. www.springer.com/series/13409 doi: 10.1007/978-3-319-13159-7_88Dasgupta, T. Using the six-sigma metric to measure and improve the performance of a supply chain (2003) Total Quality Management and Business Excellence, 14 (3), pp. 355-366. Cited 86 times. doi: 10.1080/1478336032000046652Delahoz-Dominguez, E.J., Fontalvo, T.J., Fontalvo, O.M. Evaluation of service quality by means of six sigma in a center of documentary attention in a university (2020) Formacion Universitaria, 13 (2), pp. 93-102. Cited 10 times. https://scielo.conicyt.cl/pdf/formuniv/v13n2/0718-5006-formuniv-13-02-93.pdf doi: 10.4067/S0718-50062020000200093Fontalvo, T. Aplicación de Seis Sigma en una empresa productora de Cemento Application of six sigma in Cement manufacturer (2011) Escenarios, 9 (1), pp. 7-17. Cited 3 times. (accessed July 2019)Fontalvo, T., De La Hoz, E., De La Hoz, E. Data envelopment analysis method and neural networks in the evaluation and prediction of the technical efficiency of small exporting companies (2018) Informacion Tecnologica, 29 (6), pp. 267-276. Cited 9 times. https://scielo.conicyt.cl/pdf/infotec/v29n6/0718-0764-infotec-29-06-00267.pdf doi: 10.4067/S0718-07642018000600267Fontalv, T.J., De La Hoz-Dominguez, E.J., De La Hoz, E. A method for evaluating the quality service of a user unit in a water service company in Colombia (Open Access) (2020) Informacion Tecnologica, 31 (4), pp. 27-34. Cited 4 times. http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-07642020000400027&lng=en&nrm=iso&tlng=en doi: 10.4067/S0718-07642020000400027Zuera, J.G., Corcuera, M.C.R.-O. (2001) Revista Espanola de Financiacion y Contabilidad, 30 (110), pp. 1137-1166. Cited 2 times. http://www.tandfonline.com/loi/refc20 doi: 10.1080/02102412.2001.10779441Grima, P., Marco-Almagro, L., Santiago, S., Tort-Martorell, X. Six Sigma: Hints from practice to overcome difficulties (2014) Total Quality Management and Business Excellence, 25 (3-4), pp. 198-208. Cited 24 times. doi: 10.1080/14783363.2013.825101Gutierrez, H., de la Vara, R. (2009) Control Estadístico de la calidad y Seis Sigma. Cited 53 times. 2nd ed., McGraw Hill (accessed August 2019)Raymundo, H., dos Reis, J.G.M., Costa Neto, P.L.O., Vendrametto, O., Abraham, E.R., Morais, M.O., Parizi, C.C., (...), Brejão, A.S. Improving service quality in public transportation in Brazil: How bus companies are simplifying quality management systems and strategic planning to increase service level? (2015) IFIP Advances in Information and Communication Technology, 459, pp. 484-491. http://www.springer.com/series/6102 ISBN: 978-331922755-9 doi: 10.1007/978-3-319-22756-6_59Hensher, D. Erratum to: customer service quality and benchmarking in public transport contracts (2015) International Journal of Quality Innovation, 1 (7), p. 4. Cited 69 times. (accessed 26 August 2020)Idris, F., Naqshbandi, M.M. Exploring competitive priorities in the service sector: evidence from India (2019) International Journal of Quality and Service Sciences, 11 (2), pp. 167-186. Cited 15 times. http://www.emeraldgrouppublishing.com/ijqss.htm doi: 10.1108/IJQSS-02-2018-0021Klefsjö, B., Wiklund, H., Edgeman, R.L. Six sigma seen as a methodology for total quality management (2001) Measuring Business Excellence, 5 (1), pp. 31-35. Cited 166 times. doi: 10.1108/13683040110385809Lall, V., Gupta, A. A tool based framework for applying Six Sigma methodology to services and transactional data (2010) International Journal of Productivity and Quality Management, 5 (4), pp. 440-451. Cited 8 times. http://www.inderscience.com/ijpqm doi: 10.1504/IJPQM.2010.032960Larrea, A. (1991) Calidad del Servicio Del Marketing a la Estrategia, pp. 20-24. Cited 8 times. Ediciones Diaz de Santos (accessed January 2018)Lin, L.-C., Li, T.-S. An integrated framework for supply chain performance measurement using six-sigma metrics (Open Access) (2010) Software Quality Journal, 18 (3), pp. 387-406. Cited 48 times. http://www.springer.com/computer/swe/journal/11219 doi: 10.1007/s11219-010-9099-2Meng, Q., Liu, X., Shi, J. Comparing the services and quality of private and public clinics in rural China (2000) Health Policy and Planning, 15 (4), pp. 349-356. Cited 50 times. http://heapol.oxfordjournals.org/ doi: 10.1093/heapol/15.4.349Morales, M., Calderon-Moncloa, L.F. Measuring executive education service quality: A construct validity study in Latin America (2007) Latin American Business Review, 8 (4), pp. 1-37. Cited 4 times. doi: 10.1080/10978520802114433Angelim, G.-P., de Aquino Guimarães, T. The potential for organizational learning and management quality: A multi-case study on brazilian public organizations (Open Access) (2005) Latin American Business Review, 6 (2), pp. 87-108. Cited 7 times. doi: 10.1300/J140v06n02_05Raisinghani, M.S., Ette, H., Pierce, R., Cannon, G., Daripaly, P. Six Sigma: Concepts, tools, and applications (Open Access) (2005) Industrial Management and Data Systems, 105 (4), pp. 491-505. Cited 218 times. doi: 10.1108/02635570510592389Shojaie, A.A., Raissi, S., Dogahe, R.A. Impact analysis of TQM's hard aspects on sigma level in electronics and telecommunication production process (2016) International Journal of Productivity and Quality Management, 18 (4), pp. 425-439. Cited 3 times. http://www.inderscience.com/ijpqm doi: 10.1504/IJPQM.2016.077775Singhtaun, C., Hattayanon, R. An application of quality cost analysis as a tool for quality management (2017) International Journal of Productivity and Quality Management, 22 (2), pp. 205-222. Cited 5 times. http://www.inderscience.com/ijpqm doi: 10.1504/IJPQM.2017.10007220Raja Sreedharan, V., Trehan, R., Dhanya, M., Arunprasad, P. Lean Six Sigma implementation in an OEM: A case-based approach (2020) International Journal of Process Management and Benchmarking, 10 (2), pp. 147-176. Cited 8 times. http://www.inderscience.com/ijpmbTaleb, M., Ramli, R., Khalid, R. Measuring the efficiency of community colleges using super efficiency approach for the case of non-discretionary factors in data envelopment analysis with sensitivity analysis (2019) International Journal of Process Management and Benchmarking, 9 (2), pp. 149-172. Cited 9 times. http://www.inderscience.com/ijpmb doi: 10.1504/IJPMB.2019.099326Vergara Schmalbach, J.C., Quesada Ibargüen, V.M., Maza Ávila, F.J. Perceived quality and determining the satisfaction in users of hospital services in cartagena, colombia (2018) Revista de Metodos Cuantitativos para la Economia y la Empresa, 26, pp. 203-219. https://www.upo.es/revistas/index.php/RevMetCuant/indexhttp://purl.org/coar/resource_type/c_2df8fbb1ORIGINALSix Sigma method to assess the quality of the service in a gas utility company.pdfSix Sigma method to assess the quality of the service in a gas utility company.pdfapplication/pdf158839https://repositorio.utb.edu.co/bitstream/20.500.12585/12177/1/Six%20Sigma%20method%20to%20assess%20the%20quality%20of%20the%20service%20in%20a%20gas%20utility%20company.pdf9d907cdcbdd7e69cb8273f2b53a75e73MD51CC-LICENSElicense_rdflicense_rdfapplication/rdf+xml; charset=utf-8805https://repositorio.utb.edu.co/bitstream/20.500.12585/12177/2/license_rdf4460e5956bc1d1639be9ae6146a50347MD52LICENSElicense.txtlicense.txttext/plain; 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