Mostrar el registro sencillo del ítem
Método de control estadístico multivariante para valorar las dimensiones de calidad en una empresa de lavado de tanques industriales
dc.contributor.author | Fontalvo, Tomás J. | |
dc.contributor.other | Herrera, Roberto | |
dc.contributor.other | Delahoz-Dominguez, Enrique J. | |
dc.date.accessioned | 2022-11-15T19:43:37Z | |
dc.date.available | 2022-11-15T19:43:37Z | |
dc.date.issued | 2020-10-01 | |
dc.date.submitted | 2020-03-05 | |
dc.identifier.uri | https://hdl.handle.net/20.500.12834/844 | |
dc.description.abstract | Esta investigación propone un método para valorar las dimensiones de calidad del servicio en una empresa de lavado de tanques industriales, articulando una carta de control y un nuevo indicador de calidad multivariante. Como marco teórico se utilizan los conceptos de control estadístico multivariante, calidad del servicio y Seis Sigma. La información primaria corresponde a 5 dimensiones de calidad en el servicio de limpieza en 12 meses para monitorear el desempeño del servicio de forma periódica y el indicador de capacidad de manera global. La carta T2 de Hotelling evalúa las dimensiones de calidad de forma periódica y estas mostraron la mayor variabilidad en su desempeño en las dimensiones: arreglos de tanques, limpieza y pulida. En conclusión, el indicador de calidad multivariante evidenció ser pertinente para evaluar las dimensiones del servicio de forma global y precisar si el desempeño del servicio es conforme y estable | spa |
dc.format.mimetype | application/pdf | spa |
dc.language.iso | spa | spa |
dc.rights.uri | http://creativecommons.org/licenses/by-nc/4.0/ | * |
dc.source | Informacion Tecnologica | spa |
dc.title | Método de control estadístico multivariante para valorar las dimensiones de calidad en una empresa de lavado de tanques industriales | spa |
dc.title.alternative | Multivariate capacity indicator of quality dimensions in an industrial tank washing company | spa |
dcterms.bibliographicCitation | Alkoot, F.M., Using 6 sigma to improve outcomes of higher education institutes. https://doi.org/10.18178/ijiet.2019.9.1.1171, International Journal of Information and Education Technology, 9(1), 46-50 (2019) | spa |
dcterms.bibliographicCitation | Antony, J., Rodgers, B. y Cudney, E., Lean Six Sigma in policing services: case examples, lessons learnt and directions for future research. https://doi.org/10.1080/14783363.2017.1327319,Total quality management & business excellence, 30(5-6), 613-625 (2019) | spa |
dcterms.bibliographicCitation | ArunKumar, G. y Dillibabu, R., Design and Application of New Quality Improvement Model: Kano Lean Six Sigma for Software Maintenance, https://doi.org/10.1007/s13369-015-1933-1, Project Arab J Sci Eng, 41, 997–1014 (2016) | spa |
dcterms.bibliographicCitation | Capaldo, G., Costantino, N. y Pellegrino, R., The Effect of More Demanding Public Services Quality Standards on the Organization of Service Providers. https://doi.org/10.1080/01900692.2017.1295263, International Journal of Public Administration, 40(10), 847-859 (2017) | spa |
dcterms.bibliographicCitation | Causado-Rodriguez, E., Charris, A.N. y Guerrero, E.A., Mejora Continua del Servicio al Cliente Mediante ServQual y Red de Petri en un Restaurante de Santa Marta, Colombia. https://doi.org/10.4067/S0718-07642019000200073, Información tecnológica, 30(2), 73-84 (2019) | spa |
dcterms.bibliographicCitation | Davies, C., Lyons, C. y Whyte, R., Optimizing nursing time in a day care unit: Quality improvement using Lean Six Sigma methodology. https://doi.org/10.1093/intqhc/mzz087, International journal for quality in health care : journal of the International Society for Quality in Health Care, 31(1), 22-28 (2019) | spa |
dcterms.bibliographicCitation | De la hoz-Dominguez, E., Fontalvo, T. y Fontalvo, O., Evaluación de la calidad del servicio por medio de seis sigma en un centro de atención documental en una Universidad. https://doi.org/10.4067/S0718-50062020000200093, Formación Universitaria, 13(2), 93-102 (2020) | spa |
dcterms.bibliographicCitation | Deshmukh, V.K., Mukti, S.K. y Agrawal, A., Applicability of Lean Six Sigma in Hospitals, Advances in Industrial and Production Engineering, Lecture Notes in Mechanical Engineering, 861-870 (2019) | spa |
dcterms.bibliographicCitation | Fazli, I. y Muzamil, M., Exploring competitive priorities in the service sector: evidence from India. https://doi.org/10.1108/IJQSS-02-2018-0021, International Journal of Quality and Service Sciences, 11(2), 167-186 (2019) | spa |
dcterms.bibliographicCitation | Fontalvo, T.J., Cardona, D. y Morelos, J., Aplicación del modelo scor para el servicio de limpieza de contenedores tanque (iso tanks), Revista Dimensión Empresarial, 12(2), 59-68 (2014) | spa |
dcterms.bibliographicCitation | Fontalvo, T.J. y De la Hoz, E., Diseño e Implementación de un Sistema de Gestión de la Calidad ISO 9001: 2015 en una Universidad Colombiana. https://doi.org/10.4067/S0718-50062018000100035, Formación universitaria, 11(1), 35-44 (2018) | spa |
dcterms.bibliographicCitation | Fontalvo, T., Herrera, R., y De la Hoz, E., Método de evaluación de la calidad del servicio de una unidad de atención al usuario en una empresa de servicio de agua en Colombia, Información Tecnológica, 31(4) (Prensa) | spa |
dcterms.bibliographicCitation | Guthrie, G., Love, T. y otros 3 autores, Compare and communicate: designing control charts to summarise efficiently data from multiple quality indicators, Qual Saf Health Care,14 (6), 450–454 (2005) | spa |
dcterms.bibliographicCitation | Haerizadeh, M. y Sunder, V., Impacts of Lean Six Sigma on improving a higher education system: a case study. https://doi.org/10.1108/IJQRM-07-2018-0198, International Journal of Quality & Reliability Management, 36(6), 983-998 (2019) | spa |
dcterms.bibliographicCitation | Herrera, R.J., Rojas, P.M. y Jiménez, K.P., Cartas de control con variables convolucionadas, I+D Revista de Investigaciones, 13 (1), 82-87 (2019) | spa |
dcterms.bibliographicCitation | Herrera-Acosta, R., Hernández-Alvear, K., Figueroa-Gélvez, E. y De La Ossa-De Ávila, J., Application of multivariate statistical control to measure the process capability of compression springs in stainless steel, Prospectiva, 16(2), 49-58, 2018 | spa |
dcterms.bibliographicCitation | Holah, J. y Saunders, D., Open Plant Cleaning Methods & Equipment. https://doi.org/10.1016/B978-0-08-100596-5.21205- 5, Reference Module in Food Science, (2019) | spa |
dcterms.bibliographicCitation | Hrnjic, A., The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction. https://doi.org/10.1007/s40821-015-0037-x, Eurasian Bus Rev, 6, 53–77 (2016) | spa |
dcterms.bibliographicCitation | Jackson, J. E., Multivariate Quality Control, Communications in Statistics, 14, 2657-2688 (1985) | spa |
dcterms.bibliographicCitation | Javed, S. y Ilyas, F., Service quality and satisfaction in healthcare sector of Pakistan— the patients’ expectations. https://doi.org/10.1108/IJHCQA-08-2016-0110, International Journal of Health Care Quality Assurance, 31(6), 489-501 (2018) | spa |
dcterms.bibliographicCitation | Khalid, N.I., Saulaiman, U.S. y otros 8 autores, Integrating cleaning studies with industrial practice: Case study of an effective cleaning program for a frozen meat patties SME factory, https://doi.org/10.1016/j.jclepro.2019.06.317, Journal of Cleaner Production, 235, 688-700 (2019) | spa |
dcterms.bibliographicCitation | Liu, Z., Chul, J. y otros 3 autores, Assessment of water quality and Algae growth for the Ganwol reservoir using multivariate statistical analysis, https://doi.org/10.1080/15715124.2019.1672703, International Journal of River Basin Management, (2019) | spa |
dcterms.bibliographicCitation | Shahriari, H. y Abdollahzadeh, M., A new multivariate process capability vector, Quality Engineering, 21, 290-299 (2009) | spa |
dcterms.bibliographicCitation | Vargas, J.A., Control Estadístico de Calidad, Universidad Nacional de Colombia, Bogotá, (2006) | spa |
dcterms.bibliographicCitation | Vargas, J.A., Robust estimation in multivariate control charts for individual observations. https://doi.org/ 10.1080/00224065.2003.11980234, J. Quality Technology, 35(4), 367-376 (2003) | spa |
dcterms.bibliographicCitation | Vashishth, A., Chakraborty, A. y J. Antony, Lean Six Sigma in financial services industry: a systematic review and agenda for future research, Total Quality Management & Business Excellence, 30(3-4), (2017) | spa |
dcterms.bibliographicCitation | Wilcox, R., Fundamentals of modern statistical methods, Springer, New YorkCross (2001) | spa |
dcterms.bibliographicCitation | Yildiz, S.M. y Kara, A., Developing Alternative Measures for Service Quality in Higher Education: Empirical Evidence from the School of Physical Education and Sports Sciences, Proceedings of the 2009 Academy of Marketing Science (AMS) Annual Conference, 185-185 (2015) | spa |
dcterms.bibliographicCitation | Zhao, G., Qian, X., Lei, X. y T. Mei, Service Quality Evaluation by Exploring Social Users’ Contextual Information. https://doi.org/10.1109/TKDE.2016.2607172, IEEE Transactions on Knowledge and Data Engineering, 28(12), 3382-3394 (2016 | spa |
dcterms.bibliographicCitation | Zhuo, Z., Research on using Six Sigma management to improve bank customer satisfaction, https://doi.org/10.1186/s40887-019-0028-6, International Journal of Quality Innovation, 5(3), (2019) | spa |
datacite.rights | http://purl.org/coar/access_right/c_abf2 | spa |
oaire.resourcetype | http://purl.org/coar/resource_type/c_6501 | spa |
oaire.version | http://purl.org/coar/version/c_970fb48d4fbd8a85 | spa |
dc.audience | Público general | spa |
dc.identifier.doi | 10.4067/S0718-07642020000500109 | |
dc.identifier.instname | Universidad del Atlántico | spa |
dc.identifier.reponame | Repositorio Universidad del Atlántico | spa |
dc.rights.cc | Attribution-NonCommercial 4.0 International | * |
dc.subject.keywords | calidad del servicio; seis sigma; carta t-cuadrado | spa |
dc.type.driver | info:eu-repo/semantics/article | spa |
dc.type.hasVersion | info:eu-repo/semantics/publishedVersion | spa |
dc.type.spa | Artículo | spa |
dc.publisher.place | Barranquilla | spa |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | spa |
dc.publisher.discipline | Ingeniería Industrial | spa |
dc.publisher.sede | Sede Norte | spa |