Evaluation method of the sigma level multidimensional capacity of the service dimensions in a call centre of a telephone company

Echavez, Orianna Fontalvo; Herrera, Tomás José Fontalvo; Herrera, Roberto

doi:10.1504/ijpqm.2021.119787

Cited by 3 publications

(4 citation statements)

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“…Así mismo permiten identificar la máxima y mínima capacidad del proceso en términos del nivel de desempeño Z sigma. La implementación de este enfoque, analizada las respectivas curvas de operación permite mejoras en la calidad, realizando ajustes que posibiliten la contribución a esta [17,18,19,20] y que se reduzcan drásticamente la disminución de defectos como se puede observar en las curvas de operación calculadas y en los números de defectos en la medida en que el nivel sigma aumenta.…”

Section: Discussionunclassified

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Evaluación con curvas de operación de métricas Seis Sigma el desempeño de sistemas productivos mixtos

Fontalvo Herrera,

Mejia Zambrano,

Oyuela Rodríguez

2024

Investigación e Innovación en Ingenierías

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Objetivo: En esta investigación se proponen nuevas curvas de operación de las métricas seis sigma para evaluar el desempeño de un sistema productivo mixto (Serie y en paralelo). Marco teórico: Para lo anterior se utiliza como marco teórico los conceptos de curva de operación, control estadístico de la producción, métricas seis sigma y sistemas de producción mixto. Metodología: se aborda un enfoque heurístico y un análisis de sensibilidad para analizar el comportamiento de los defectos en parte por millón, rendimiento Y, para lo cual se proponen las curvas de operación al variar en rango de 0 a 6 el nivel sigma Z del sistema y de los procesos. Resultados: se muestran que el sistema productivo evidencia como máxima capacidad de desempeño de calidad en términos de sigma los valores de Z 5,25, 5,43 y 5,08 respectivamente para los procesos 1, 5, 6. Conclusión: Se aporta un método innovador que permite monitorear el desempeño de la calidad en condiciones cambiantes, y analizar como incide estos cambios en la reducción de defectos de cualquier sistema productivo

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Section: Discussionunclassified

“…De igual manera el uso de las métricas de seis sigma permiten la optimización de estos procesos, partiendo de los requerimientos del cliente mejorando la productividad y la competitividad de las organizaciones [18] aportando también a una manera más exacta y verídica de la valoración de desempeño que se pueda presentar dentro de estas.…”

Section: Conclusiónunclassified

Evaluación con curvas de operación de métricas Seis Sigma el desempeño de sistemas productivos mixtos

Fontalvo Herrera,

Mejia Zambrano,

Oyuela Rodríguez

2024

Investigación e Innovación en Ingenierías

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“…The authors (Fontalvo Herrera et al, 2022b) in their study "Three-phase method to evaluate logistics service using Six Sigma metrics, Hotelling's T-square control chart and a principal component capability indicator" worked with six-sigma metrics, and have used these in hotelling control charts, and geometric multivariable capability indicators, other studies have used these metrics to look at the performance of telephone companies over time in a longitudinal and timely manner (Fontalvo Echavez et al, 2021), as well as in studies to evaluate the quality of service in a gas company (Fontalvo Herrera et al, 2022a). That is, they have also analyzed the behavior of six sigma metrics under variable conditions over time, despite not using the operation curves proposed in this research.…”

Section: Discussionmentioning

confidence: 99%

Performance of a concurrent parallel production system through new operating curves of Six Sigma metrics

Fontalvo Herrera,

Banquez Maturana,

Mendoza Villero

2024

Prod.

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Paper aims: This research establishes a method to evaluate a concurrent production system in parallel, through new operating curves of six sigma metrics.Originality: Se proposes a novel method that provides criteria to monitor the performance of a production system in changing production conditions.Research method: This research was approached from a logical positivist epistemological model, through a heuristic analysis and with a rational propositional approach to establish the characterization of the model, the evaluation metrics and propose the new operation curves. Main findings:The results obtained show that as the sigma level increases in the global system (4.17), the level of defects per million opportunities decreases considerably and the performance increases at levels close to the main objective of Six Sigma, all this with a decrease of defects from 20.657 to 1.317, generating a high quality of 99.99% and achieving a good performance according to the established quality criteria. Implications for theory and practice:This research provides a new tool where they articulate concepts of six sigma and operating curves to monitor a productive system, which allows in a practical way to determine the real capabilities in terms of quality performance of a system.

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“…From a multivariate approach to statistical quality control, other authors such as Casacci and Pareto (2022), Fontalvo, et al (2021a), and Khadse, et al (2021, in their studies have used multivariate capability indicators as an integral part in the evaluation of the quality dimensions of goods and services. Thus, showing the relationship between the actual performance of the process and the tolerance limits of customer specifications.…”

Section: Discussionmentioning

confidence: 99%

Global Performance Evaluation Based on Multivariable Statistical Control of a Public Utility Company

Maturana,

Herrera

2023

Pesqui. Oper.

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In this research article, the service provision in a public company was evaluated through multivariate statistical control to determine the performance of its dimensions. For this purpose, the methodology used was: 1) characterization of the information associated with the quality dimensions provided, through consolidated databases recognized for their high level of quality, such as: Elsevier, Inderscience, among others; 2) calculation of Six Sigma metrics (DPMO, Z-level and performance), which will allow from a monthly average, to evaluate the quality of the service provided by the company in a timely and periodic manner in the 12 periods of 2019; 3) Evaluation of the performance of the service dimensions in a global and comprehensive manner, through multivariate analysis. Finally, the quality of the company's service is presented. Thus, allowing the control and continuous improvement of the processes, through its prompt replanting.

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Evaluation method of the sigma level multidimensional capacity of the service dimensions in a call centre of a telephone company

Cited by 3 publications

References 0 publications

Evaluación con curvas de operación de métricas Seis Sigma el desempeño de sistemas productivos mixtos

Evaluación con curvas de operación de métricas Seis Sigma el desempeño de sistemas productivos mixtos

Performance of a concurrent parallel production system through new operating curves of Six Sigma metrics

Global Performance Evaluation Based on Multivariable Statistical Control of a Public Utility Company

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