Método de control estadístico multivariante para valorar las dimensiones de calidad en una empresa de lavado de tanques industriales

Abstract

This research study proposes a method to assess the dimensions of service quality in an industrial tank washing company, articulating a control chart and a new multivariate quality indicator. The concepts of multivariate statistical control, service quality, and Six Sigma are used as a theoretical framework. The primary information corresponds to five quality dimensions in the cleaning service for 12 months to monitor service performance periodically and indicator capacity globally. Hotelling's T2 chart periodically assesses the quality dimensions and showed the greatest performance variability in: tank arrangements, cleaning, and polishing. In conclusion, the multivariate quality indicator proved to be adequate to globally assess service dimensions and to specify whether service performance is consistent and stable.