Evaluation method of the sigma level multidimensional capacity of the service dimensions in a call centre of a telephone company Online publication date: Mon, 20-Dec-2021
by Orianna Fontalvo Echavez; Tomás José Fontalvo Herrera; Roberto Herrera
International Journal of Productivity and Quality Management (IJPQM), Vol. 34, No. 3, 2021
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.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Productivity and Quality Management (IJPQM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook