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Información tecnológica

versão On-line ISSN 0718-0764

Resumo

FONTALVO, Orianna M.; FONTALVO, Tomás J.  e  HERRERA, Roberto. Monitoring and control of the quality dimensions performance of a service center in a high education institution. Inf. tecnol. [online]. 2020, vol.31, n.3, pp.113-120. ISSN 0718-0764.  http://dx.doi.org/10.4067/S0718-07642020000300113.

A control method was designed for the quality dimensions performance of a service center in a higher education institution. This relied on theoretical approaches of quality service, Six Sigma, and T-square multivariate control chart. The method was designed to integrate quality dimensions by contextualizing performance level calculations associated with the Six Sigma metrics. This was performed using the total reception applications presented at the delivery service unit for 11 periods. The quality dimensions identified with lower performances included: 1) Receiving and recording timely information and 2) organization and relevant response. Drafting and structure of the statement dimension showed to have one of the highest performances based on the desired performance of the variables. The method allowed establishing the multivariate standard control limit of the service.

Palavras-chave : service quality; six sigma; education; t-square chart.

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