A method for evaluating the quality service of a user unit in a water service company in Colombia
This research study proposes a method to evaluate the quality of service of a user service unit in a water service company in Colombia. Based on the theoretical foundation associated with the quality of service and the Six Sigma concept, service quality dimensions were identified to consolidate thei...
- Autores:
-
Fontalv, Tomás J.
De La Hoz-Dominguez, Enrique J.
De La Hoz, Efraín
- Tipo de recurso:
- Fecha de publicación:
- 2020
- Institución:
- Universidad Tecnológica de Bolívar
- Repositorio:
- Repositorio Institucional UTB
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.utb.edu.co:20.500.12585/12099
- Acceso en línea:
- https://hdl.handle.net/20.500.12585/12099
- 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 method for evaluating the quality service of a user unit in a water service company in Colombia |
| dc.title.alternative.spa.fl_str_mv |
Método de evaluación de la calidad del servicio de una unidad de atención al usuario en una empresa de servicio de agua en Colombia |
| title |
A method for evaluating the quality service of a user unit in a water service company in Colombia |
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A method for evaluating the quality service of a user unit in a water service company in Colombia Total Quality Management; Process Monitoring; Six Sigma LEMB |
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A method for evaluating the quality service of a user unit in a water service company in Colombia |
| title_full |
A method for evaluating the quality service of a user unit in a water service company in Colombia |
| title_fullStr |
A method for evaluating the quality service of a user unit in a water service company in Colombia |
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A method for evaluating the quality service of a user unit in a water service company in Colombia |
| title_sort |
A method for evaluating the quality service of a user unit in a water service company in Colombia |
| dc.creator.fl_str_mv |
Fontalv, Tomás J. De La Hoz-Dominguez, Enrique J. De La Hoz, Efraín |
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Fontalv, Tomás J. De La Hoz-Dominguez, Enrique J. De La Hoz, Efraín |
| dc.subject.keywords.spa.fl_str_mv |
Total Quality Management; Process Monitoring; Six Sigma |
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Total Quality Management; Process Monitoring; Six Sigma LEMB |
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LEMB |
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This research study proposes a method to evaluate the quality of service of a user service unit in a water service company in Colombia. Based on the theoretical foundation associated with the quality of service and the Six Sigma concept, service quality dimensions were identified to consolidate their valuation and to analyze the results in terms of defects per parts per million (DPMO), sigma level, and performance. It was found that the performance of the service quality dimensions was satisfactory due to the results obtained in all calculated metrics. The results showed that the user's attention center had an excellent performance during this research study. In conclusion, the present study provides a service quality evaluation method to the service sector in a public service company by using Six Sigma. © 2020 Centro de Informacion Tecnologica. All rights reserved. |
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2020 |
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2020 |
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2023-07-14T13:49:23Z |
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2023-07-14T13:49:23Z |
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2023 |
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FONTALVO, Tomás J.; DE LA HOZ-DOMINGUEZ, Enrique J. and DE LA HOZ, Efraín. A method for evaluating the quality service of a user unit in a water service company in Colombia. Inf. tecnol. [online]. 2020, vol.31, n.4 [cited 2023-07-13], pp.27-34. Available from: <http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-07642020000400027&lng=en&nrm=iso>. ISSN 0718-0764. http://dx.doi.org/10.4067/S0718-07642020000400027. |
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https://hdl.handle.net/20.500.12585/12099 |
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Universidad Tecnológica de Bolívar |
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Repositorio Universidad Tecnológica de Bolívar |
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FONTALVO, Tomás J.; DE LA HOZ-DOMINGUEZ, Enrique J. and DE LA HOZ, Efraín. A method for evaluating the quality service of a user unit in a water service company in Colombia. Inf. tecnol. [online]. 2020, vol.31, n.4 [cited 2023-07-13], pp.27-34. Available from: <http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-07642020000400027&lng=en&nrm=iso>. ISSN 0718-0764. http://dx.doi.org/10.4067/S0718-07642020000400027. Universidad Tecnológica de Bolívar Repositorio Universidad Tecnológica de Bolívar |
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Fontalv, Tomás J.bb1fc6f0-0c01-4252-99f8-a5751e96d73aDe La Hoz-Dominguez, Enrique J.d116a7bd-b3e2-454d-9181-c05da0ae89c5De La Hoz, Efraíne455d4a6-d8a4-436b-9032-78fb6b0c7ec32023-07-14T13:49:23Z2023-07-14T13:49:23Z20202023FONTALVO, Tomás J.; DE LA HOZ-DOMINGUEZ, Enrique J. and DE LA HOZ, Efraín. A method for evaluating the quality service of a user unit in a water service company in Colombia. Inf. tecnol. [online]. 2020, vol.31, n.4 [cited 2023-07-13], pp.27-34. Available from: <http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-07642020000400027&lng=en&nrm=iso>. ISSN 0718-0764. http://dx.doi.org/10.4067/S0718-07642020000400027.https://hdl.handle.net/20.500.12585/12099Universidad Tecnológica de BolívarRepositorio Universidad Tecnológica de BolívarThis research study proposes a method to evaluate the quality of service of a user service unit in a water service company in Colombia. Based on the theoretical foundation associated with the quality of service and the Six Sigma concept, service quality dimensions were identified to consolidate their valuation and to analyze the results in terms of defects per parts per million (DPMO), sigma level, and performance. It was found that the performance of the service quality dimensions was satisfactory due to the results obtained in all calculated metrics. The results showed that the user's attention center had an excellent performance during this research study. In conclusion, the present study provides a service quality evaluation method to the service sector in a public service company by using Six Sigma. © 2020 Centro de Informacion Tecnologica. All rights reserved.7 páginasapplication/pdfspahttp://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessAttribution-NonCommercial-NoDerivatives 4.0 Internacionalhttp://purl.org/coar/access_right/c_abf2Informacion Tecnologica vol.31 no.4 La Serena Aug. 2020A method for evaluating the quality service of a user unit in a water service company in ColombiaMétodo de evaluación de la calidad del servicio de una unidad de atención al usuario en una empresa de servicio de agua en Colombiainfo: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 IndiasAceneth, M. Análisis del impacto del proceso de tercerización en la percepción de calidad del servicio público domiciliario de energía eléctrica en el municipio de Quibdó (2018) Revista CES Derecho, 9 (1), pp. 34-58. Cited 2 times.Alkoot, F.M. Using 6 sigma to improve outcomes of higher education institutes (2019) International Journal of Information and Education Technology, 9 (1), pp. 46-50. Cited 3 times. http://www.ijiet.org/vol9/1171-IC2-052.pdf doi: 10.18178/ijiet.2019.9.1.1171Amrapala, C., Choocharukul, K. Perceived service quality and commuter segmentation of informal public transport service in Bangkok, Thailand (2019) Engineering Journal, 23 (6), pp. 1-18. Cited 8 times. https://engj.org/index.php/ej/article/download/3238/888 doi: 10.4186/ej.2019.23.6.1ArunKumar, G., Dillibabu, R. Design and Application of New Quality Improvement Model: Kano Lean Six Sigma for Software Maintenance Project (2016) Arabian Journal for Science and Engineering, 41 (3), pp. 997-1014. Cited 18 times. https://link.springer.com/journal/13369 doi: 10.1007/s13369-015-1933-1Costa, L.B.M., Godinho Filho, M., Fredendall, L.D., Gómez Paredes, F.J. Lean, six sigma and lean six sigma in the food industry: A systematic literature review (2018) Trends in Food Science and Technology, 82, pp. 122-133. Cited 67 times. http://www.elsevier.com/wps/find/journaldescription.cws_home/601278/description#description doi: 10.1016/j.tifs.2018.10.002Causado-Rodriguez, E., Charris, A.N., Guerrero, E.A. Continuous improvement of customer service through SERVQUAL and petri network in Santa marta restaurant - Colombia (2019) Informacion Tecnologica, 30 (2), pp. 73-84. Cited 6 times. https://scielo.conicyt.cl/pdf/infotec/v30n2/0718-0764-infotec-30-02-00073.pdf doi: 10.4067/S0718-07642019000200073Causado-Rodriguez, E., Charris, A.N., Guerrero, E.A. Continuous improvement of customer service through SERVQUAL and petri network in Santa marta restaurant - Colombia (2019) Informacion Tecnologica, 30 (2), pp. 73-84. Cited 6 times. https://scielo.conicyt.cl/pdf/infotec/v30n2/0718-0764-infotec-30-02-00073.pdf doi: 10.4067/S0718-07642019000200073Davies, C., Lyons, C., Whyte, R. Optimizing nursing time in a day care unit: Quality improvement using Lean Six Sigma methodology (2019) International journal for quality in health care : journal of the International Society for Quality in Health Care, 31 (1), pp. 22-28. Cited 19 times. doi: 10.1093/intqhc/mzz087Fontalvo, T., Cardona, D. (2000) La cadena de suministro: un enfoque práctico para el diseño e implementación del modelo SCOR, Corporación para la gestión del conocimiento ASD 2000. Cited 2 times.Fontalvo, T., De La Hoz, E., Cardona, D. Diseño de un plan de mejoramiento para la cadena de suministro de la empresa Drolitoral SA (2010) Aplicando el Modelo SCOR, 6 (1), pp. 33-53. Cited 7 times.Hrnjic, A. The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction (Open Access) (2016) Eurasian Business Review, 6 (1), pp. 53-77. Cited 15 times. http://www.springer.com/business+%26+management/journal/40821 doi: 10.1007/s40821-015-0037-xHynes, J.P., Murray, A.S., Murray, O.M., Eustace, S.K., Gilchrist, S., Dolan, A., Lawler, L.P. Use of Lean Six Sigma methodology shows reduction of inpatient waiting time for peripherally inserted central catheter placement (2019) Clinical Radiology, 74 (9), pp. 733.e5-733.e9. Cited 13 times. http://www.elsevier.com/inca/publications/store/6/2/3/0/1/9/index.htt doi: 10.1016/j.crad.2019.04.022López, Z., Michelena, E. Mejora del proceso de prestación del servicio en una instalación de servicios gastronómicos (2014) Ingeniería Industrial, 35 (1), pp. 34-44. Cited 2 times.Miniati, R., Frosini, F., Cecconi, G., Dori, F., Iadanza, E., Vezzosi, S., Curiardi, M., (...), Belardinelli, A. Experience of lean six sigma quality approach to hospital laboratory services (Open Access) (2015) IFMBE Proceedings, 45, pp. 609-612. Cited 4 times. http://www.springer.com/series/7403 ISBN: 978-331911127-8 doi: 10.1007/978-3-319-11128-5_152Nunkoo, R., Teeroovengadum, V., Ringle, C.M., Sunnassee, V. Service quality and customer satisfaction: The moderating effects of hotel star rating (Open Access) (2020) International Journal of Hospitality Management, 91, art. no. 102414. Cited 122 times. http://www.elsevier.com/locate/ijhosman doi: 10.1016/j.ijhm.2019.102414O'Donnell, R., Kessler, R. (2018) Quality Improvement, Performance Management, and Outcomes: Lean Six Sigma for Integrated Behavioral Health, Training to Deliver Integrated Care, pp. 79-101. Cited 2 times. Springer, ChamPhuong Vu, T., Grant, D.B., Menachof, D.A. Exploring logistics service quality in Hai Phong, Vietnam (Open Access) (2020) Asian Journal of Shipping and Logistics, 36 (2), pp. 54-64. Cited 23 times. http://www.journals.elsevier.com/the-asian-journal-of-shipping-and-logistics doi: 10.1016/j.ajsl.2019.12.001Purnama, D.A., Shinta, R.C., Helia, V.N. Quality improvements on creative industry by using Six Sigma: A study case (Open Access) (2018) MATEC Web of Conferences, 154, art. no. 01087. Cited 6 times. http://www.matec-conferences.org/ doi: 10.1051/matecconf/201815401088Raviadaran, H., Dastane, O., Ma'arif, M.Y., Mohd-Satar, N. S. Impact of Service Quality Dimensions on Internet Banking Adoption, Satisfaction and Patronage (2019) International Journal of Management, Accounting and Economics, 6 (10), pp. 709-730. Cited 4 times.Rita, P., Oliveira, T., Farisa, A. The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019) Heliyon, 5 (10), art. no. e02690. Cited 221 times. http://www.journals.elsevier.com/heliyon/ doi: 10.1016/j.heliyon.2019.e02690Rojas-Ríos, L.F., López-Lezama, J.M., Muñoz-Galeano, N. Optimal budget assignment for service quality improvement in distribution systems using Non-Dominated Sorting Genetic Algorithm II (NSGAII) and memetic algorithm (2016) Informacion Tecnologica, 27 (1), pp. 115-126. Cited 4 times. http://www.scielo.cl/pdf/infotec/v27n1/art13.pdf doi: 10.4067/S0718-07642016000100013Shamsuzzaman, M., Alzeraif, M., Alsyouf, I., Khoo, M.B.C. Using Lean Six Sigma to improve mobile order fulfilment process in a telecom service sector (2018) Production Planning and Control, 29 (4), pp. 301-314. Cited 49 times. www.tandf.co.uk/journals/titles/09537287.asp doi: 10.1080/09537287.2018.1426132Tagge, E.P., Thirumoorthi, A.S., Lenart, J., Garberoglio, C., Mitchell, K.W. Improving operating room efficiency in academic children's hospital using Lean Six Sigma methodology (Open Access) (2017) Journal of Pediatric Surgery, 52 (6), pp. 1040-1044. Cited 64 times. http://www.elsevier.com/inca/publications/store/6/2/3/1/4/8/index.htt doi: 10.1016/j.jpedsurg.2017.03.035Yildiz, S.M., Kara, A. Developing Alternative Measures for Service Quality in Higher Education: Empirical Evidence from the School of Physical Education and Sports Sciences (Open Access) (2015) Developments in Marketing Science: Proceedings of the Academy of Marketing Science, p. 185. Cited 8 times. https://www.springer.com/series/13409 doi: 10.1007/978-3-319-10864-3_102Zhuo, Z. Research on using Six Sigma management to improve bank customer satisfaction (2019) Int J Qual Innov, 5 (3). 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