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

Authors: Orianna Fontalvo Echavez; Tomás José Fontalvo Herrera; Roberto Herrera

Addresses: Industrial Engineering Program, Engineering Faculty, Universidad del Norte, Barranquilla, Colombia ' Industrial Administration Program, Faculty of Economics Sciences, University of Cartagena, Cartagena, Colombia ' Industrial Engineering Program, Engineering Faculty, Atlantic University, Barranquilla, Colombia

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.

DOI: 10.1504/IJPQM.2021.119787

International Journal of Productivity and Quality Management, 2021 Vol.34 No.3, pp.319 - 335

Received: 23 Dec 2019
Accepted: 21 May 2020
Published online: 20 Dec 2021 *

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