Title: Three-phase method to assess the logistics service using Six Sigma metrics, Hotelling's T-square control chart and a principal component capacity indicator

Authors: Tomás José Fontalvo-Herrera; Roberto Herrera; Jesús Zambrano

Addresses: Faculty of Economics Sciences, University of Cartagena, Cartagena, Colombia ' Engineering Faculty, Atlantic University, Barranquilla, Colombia ' Faculty of Economics Sciences, University of Cartagena, Cartagena, Colombia

Abstract: The purpose of this article is to identify and apply a methodology that allows measuring the quality of the individual merchandise distribution service of a Colombian delivery company under the Six Sigma metrics. This was developed from the identification of the context of the service quality dimensions, defining the Y performance and the sigma Z level as the metrics of the Six Sigma methodology to be used for the evaluation of the performance of the quality dimensions in a period annual divided into quarters. Results show that when evaluating the Six Sigma metrics, average values between 3.47 and 4.13 were obtained, so it can be said that the performance was good. From the T-square Hotelling multivariate control chart, it was found that the process is stable in 10 out of 12 periods. And through the evaluation of the multivariate main components indicator, it was found that the process had a performance of 0.669. From the integral analysis it can be affirmed that the global performance of the logistic service is good.

Keywords: Six Sigma; quality; service; performance; logistics; multivariate capacity indicator; multivariate control chart.

DOI: 10.1504/IJPQM.2020.10042140

International Journal of Productivity and Quality Management, 2022 Vol.35 No.1, pp.17 - 39

Received: 13 Jun 2020
Accepted: 10 Jul 2020

Published online: 31 Jan 2022 *

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