Title: Yield-level performance of quality dimensions trough T² charts and multivariate capacity indicators applied to a fumigation services company

Authors: Tomás José Fontalvo-Herrera; Roberto Herrera; Yulibeth Gonzalez

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

Abstract: This research provides a yield-level performance of quality dimensions trough a T-squared control chart and a multivariate capacity indicator to assess the dimensions of the fumigation service. Six Sigma concepts, control charts and multivariate capability indicators were used as the theoretical basis. The research was evaluative, for which all the information regarding the quality dimensions was evaluated in 11 periods of 2019, for which the primary sources associated with the records generated by the fumigation services company were used. As results, the yield level performance was excellent; and the multivariate control chart shows variability in the quality dimensions in the analysed periods; and the multivariate capacity indicator makes it possible evaluate punctually and globally the service quality, showing a good performance. A three-phase method is proposed that allows to evaluate the service dimensions through a periodic, global, longitudinal and multidimensional perspective to guarantee the sustainability of the service quality.

Keywords: service quality; Six Sigma in service; multivariate control charts; multivariate capability indicators; fumigation services.

DOI: 10.1504/IJISE.2022.122973

International Journal of Industrial and Systems Engineering, 2022 Vol.41 No.1, pp.71 - 90

Received: 25 May 2020
Accepted: 26 Jun 2020
Published online: 19 May 2022 *

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