A Six Sigma approach to measure service quality in key dependencies of a government ministry

This research proposes a method for measuring the quality of service to citizens about Complaints, Claims, and Suggestions addressed to the dependencies of a Government Ministry. The proposed method is applied using the information from the Information and Management System for Democratic Governance and the reports generated in the Complaints System of the Ministry of Government in Colombia. This paper proposes an evaluative-quantitative approach, implementing the Six Sigma metrics as elements of measurement and control. The periods between 2017 and 2018 were studied. As a finding, opportunities for improvement were objectively evidenced in the Legal Counsel Office and the Directorate for Democracy and Participation with sigma level values of 2.42 and 3.2 respectively. As a significant contribution, a data-driven approach is delivered to the international academic community to assess the quality of service in public entities that allow evaluating the different departments of a public entity in an objective, replicable and reproducible way. Copyright © 2021 Inderscience Enterprises Ltd

Six Sigma method to assess the quality of the service in a gas utility company

A method to evaluate the quality of service of a customer service centre is proposed based on Six Sigma, and through an empirical and rational approach that allowed an objective perspective during the development of the study. The quality dimensions that structure the service were identified to consolidate their valuation and to analyse the results in terms of defects per parts per million, sigma level and yield. As a result, it was found that the performance of the service quality dimensions was satisfactory due to the results obtained by all the calculated metrics, obtained an average yield percentage above 97% in the two periods, and all dimensions of quality were above the critical sigma value with a level above 3.43 which shows that the centre provided a satisfactory service process during these periods. Finally, the proposed method associated with the contextualisation of the quality dimensions of the service is significantly innovative and important for the scientific and business community

EFFICIENCY OF ACADEMIC ENGINEERING PROGRAMS IN COLOMBIA: AN APPROACH THROUGH DATA ENVELOPMENT ANALYSIS

The purpose of this research is to assess the educational quality based on academic efficiency using three distinct data development analysis models, with the Engineering programs in Colombia serving as decision-making units. The research is evaluative in nature and is divided into four phases: 1) context analysis, 2) database development and adequacy assessment (DEA), 3) exploratory data analysis, and 4) outcome analysis. The results indicate that 14.3%, 29.8%, and 88.7%, respectively, of the engineering programs analysed are efficient for the CCR, BCC, and FDH models. What is novel in this study is the inclusion of end-of-high-school standardized exam results as input variables for the DEA model, as well as end-of-college exam results. Thus, the concept of quality and efficiency may be articulated, implying that colleges with the highest efficiency levels have a larger capacity for human resource transformation. The findings demonstrate how universities with high-quality certification achieve higher levels of efficiency. The proportion of efficient universities with excellent accreditations is 65 percent, 67 percent, and 78 percent, respectively, for CCR, BCC, and FDH. The study's primary contribution is the establishment of an analytical framework for evaluating university degrees that enables the identification and quantification of each degree's strengths and limitations, so serving as a tool for making objective educational decisions. © 2022 Taylor's University. All rights reserved

Academic efficiency of engineering university degrees and its driving factors. A PLS-DEA approach

This research develops an academic production function for the educational process of industrial engineers in Colombia. The proposed function objectively analyses the relationships between the academic competencies obtained in secondary education and the university. The data used correspond to the standardized tests of 4,977 students at the end of high school and university. In the first stage of the model, the structure of the production function was empirically evaluated using a Partial Least Square-Structural Equation Modeling approach. Consequently, in the second stage, the efficiency of the relationships in the academic production function is estimated using Data Envelopment Analysis. The Goodness of Fit index of the empirical model was 0.89, thus, confirming the relationships between the construct's variables. The model validates four transformation relationships and subsequently estimates the efficiency of the interactions in the production function. The average efficiency results of the model in its constant scale are 16.30%, 2.17%, and 5.43%. In conclusion, the model explains the capacity of universities to transform inputs (basic competencies of the secondary school) into desired outputs (professional academic competencies). Additionally, the model analyses professional performance from the interactions among academic competencies. © Foundation of International Studies, 2022 and CSR, 2022

A Six Sigma and DEA approach for learning outcomes assessment at industrial engineering programs

This research assesses the performance of 89 industrial engineering degrees in Colombia. The proposed approach articulates the Six Sigma concept of quality with the efficiency assessment from data envelopment analysis. The data used correspond to the standardised test taken by university students in Colombia in their last year of training (SABER_PRO). The input variables used for the Six Sigma metrics are quantitative reasoning, critical reading, citizen competencies, English and written communication. The output variable is the learning outcome, 'formulation and evaluation of projects'. The study's findings show that universities with institutional quality accreditation have a higher level of compliance than non-accredited universities. Also, private universities have a higher level of compliance than public universities. Regarding the data envelopment analysis model results, the average level of efficiency of the universities determined by the CRS, VRS, and performance to scale models is 93%, 90%, and 92%, respectively. © 2023 Inderscience Enterprises Ltd

Evaluation of academic productivity of citizen competencies in the teaching of engineering by using the Malmquist index

This research analyzed productivity in the formation of citizen skills in engineering education. The population (57,520 students) included 92 Colombian undergraduate engineering degree programs (industrial, mechanical, civil, systems, and environmental) that were examined in the national exam SABER PRO in 2016, 2017, and 2018. Productivity indexes and objective improvement values were determined using the Malmquist index and the principal component analysis. Input variables were competencies in quantitative reasoning, critical reading, written communication, and English. The response variable was the result of the evaluation in citizen competency. The results showed that the environmental and civil engineering programs were not productive in 2017. Industrial engineering presented the highest variability between periods. It is concluded that English was the critical factor for improving productivity in citizen competency. © 2020 All Rights Reserve

Partial least squares – path modelling for efficiency assessment in the colombian professional football league

This research develops a production function to evaluate the teams’ efficiency in the Colombian professional soccer league. The designed methodology uses the concepts of structural equations and Data Envelope Analysis. In the development of the research, primary information associated with the sports and financial performance of the 20 Colombian Professional soccer teams was collected, with which a structural equation model was established that was empirically validated to evaluate the efficiency of each football team finally holistically. As result of this research, it can be pointed out that the proposed PLS structural model validates the hypotheses about the relationships between the latent variables. Similarly, the results show that the best Colombian soccer teams for the analyzed period are Medellín, Tolima, Nacional, and Junior

Eficiencia académica estudiantil: un enfoque de análisis de componentes principales y análisis envolvente de datos

The following article proposes the use of the Principal Component Analysis (PCA) and Data Envelopment Analysis (DEA) tools as a methodology for the analysis, measurement and classification of students' academic efficiency with the results of the Saber tests. Pro in Colombia. The database used belongs to the results of the know PRO tests of the year 2018 from the Colombian Institute for the Evaluation of Education (ICFES). The results show that only 16.67% of the study group are efficient, with these units 15 reference groups are formed, on the other hand, the non-efficient units must reinforce the competences of Written Communication (EC) and Scientific, Mathematical and Statistical Thought (PCME).En el siguiente artículo propone el uso de las herramientas de Análisis de Componentes Principales (PCA) y Análisis Envolvente de Datos (DEA) como una metodología para el análisis, medición y clasificación de la eficiencia académica de los estudiantes con los resultados de las pruebas Saber Pro en Colombia. La base de datos utilizada pertenece a los resultados de las pruebas saber PRO del año 2018 provenientes del Instituto Colombiano para la Evaluación de la Educación (ICFES). En los resultados se presenta que solo 16.67% del grupo de estudio son eficientes, con estas unidades se forman 15 grupos de referencia, por otro lado, las unidades no eficientes deben reforzar las competencias de Comunicación Escrita (CE) y Pensamiento Científico, Matemático y Estadístico (PCME)

Design of an integrated quality management system for Colombian higher education academic programs

In this research study an integrated quality management system is proposed for academic programs in Colombian higher education by considering the Colombian legal requirements and high quality accreditation guidelines, and the ISO 9001 standard. Concepts associated with high quality assurance, quality management, and excellence models in higher education were used as theoretical frameworks. There were three standards used: the Colombia decree 1330 of 2019, the ISO 9001 standard, and the Colombian Agreement 1 of 2020, which establishes the accreditation factors for higher education in Colombia. The results compared their characteristics and requirements. This allowed defining common processes and factors that guarantee the basic structure of an integrated quality management system while generating value for education programs. It is concluded that the ISO 9001 standard provides process management, innovation, and knowledge management. © 2021. All Rights Reserved

Performance evaluation of mechanical engineering degrees using partial minimum squares and data envelopment analysis

This study analysed the causal relationship between the learning outcomes acquired in high school and university by mechanical engineering students in Colombia. The methodology articulates partial least squares and data envelopment analysis. The data represents the standardised exams conducted by the Colombian Institute for the Quality of Education from 2012 to 2019. The results indicate that 42% of the degrees that receive students with high levels of high school knowledge cannot add value to higher education learning outcomes. In parallel, 21% of the programs that receive students with low academic performance in high school can reach high-performance learning outcomes in higher education. In conclusion, the present methodology contributes to the spectrum of knowledge of models that support decision-making in the educational field to focus on improving academic levels and educational qualit