Monitoreo y control del rendimiento de las dimensiones de calidad de un centro de atención del servicio en una institución de educación superior

Abstract

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.