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

Orianna Fontalvo Echavez, Tomás José Fontalvo Herrera and Roberto Herrera

International Journal of Productivity and Quality Management, 2021, vol. 34, issue 3, 319-335

Abstract: This research establishes a multidimensional capacity indicator that allows to evaluate the sigma level of the service dimensions in a call centre of a telephone company. This study is based on the concepts of statistical control, specifically multidimensional capacity, service quality and sigma level associated with the Six Sigma metrics. As a result, a method to measure service is proposed, through the proposal of a multidimensional indicator of capacity for the utility under study, that showed a value of 0.1534, this is distant from the ideal minimum value that is the unit; therefore, the areas of application of protocols and escalation of the office service were identified, the causes of the decrease of the indicator. The proposed multidimensional capacity indicator is rigorous to evaluate the performance; this implies that using this indicator in the Six Sigma methodology is considerably more rigorous than the traditional Six Sigma evaluations.

Keywords: multidimensional capacity; sigma level; service. (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=119787 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:34:y:2021:i:3:p:319-335

Access Statistics for this article

More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().