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

Administrative efficiency of IPS providers of health entities accredited in quality in Colombia

This study evaluated the efficiencies of the IPS health providers accredited in quality in Colombia. The normative framework associated with the Mandatory Quality System, the quality accreditation standards for the IPS and the Data Envelopment analysis models, related to the purely technical or administrative efficiency were used as theoretical support. As an epistemological conception, we worked with the logical positivism paradigm, with which the scientific verification and the logical analysis for the development of all the research were sought. The research type had an evaluative approach. As a population, 27 accredited IPS health service providers were taken, which lent their financial statements to the superintendence of health in 2015 and 2016. The inductive and deductive method was used. The information generated by the health superintendence and the Ministry of Health were used as primary sources. The DEA BCC-O model focused on the optimization of outputs was used as an analysis technique. As a result of this research, a method to evaluate the efficiencies of high-quality accredited IPSs in Colombia was provided. Likewise, it could be demonstrated with empirical evidence that the implementation of high-quality standards in the IPSs studied has a significant impact on administrative efficiency. The research showed that the best IPS accredited in Colombia was the Pablo VI Hospital in Bosa. © 2019 International Business Information Management Association (IBIMA)

Methodology of classification, forecast and prediction of healthcare providers accredited in high quality in Colombia

This research presents a methodology for classification, forecasting and prediction of healthcare providers accredited in Colombia. For this purpose, a quantitative, descriptive and predictive analysis was carried out of 27 institutions accredited in Colombia by 2016. Consequently, the machine learning techniques cluster analysis and artificial neural networks were used to define business profiles of the institutions under study. The method classifying, forecasting and predicting the membership of a healthcare provider to a business profile, previously created based on the high-quality patterns of accreditation. The input variables were assets, account receivable, inventory, property and equipment and the output variables health service sales and net profit. The cluster analysis defined two main groups. 1) accredited institutions in the process of financial consolidation; 2) accredited institutions financially sound. The process of forecasting and prediction through the creation of an artificial neural network yielded a 95% CI (088, 0.9975) precision in the classification, and 100% and 80% for sensitivity and specificity values respectively. The results evidence the capacity of the proposed methodology to recognise the characteristics and association patterns of HCP accredited in high quality

Assessing and forecasting method of financial efficiency in a free industrial economic zone

: Industrial free zones are key to the economic progress of developing countries, making the evaluation and forecast of efficiency in these organisations relevant. This research proposes a three-phase method to evaluate and forecast the financial efficiency of the business profiles of companies belonging to the free economic zone of Cartagena – Colombia. The first phase consisted of a cluster analysis to determine representative groups among the companies analysed. In the second phase, financial efficiency is measured for each of the clusters found in phase 1. Finally, in phase 3 a machine learning model is trained and validated to predict the belonging of a company to a category of financial efficiency – cluster. The results show the creation of two business clusters, with an average efficiency of 49.8% and 14.6% respectively. The random forest model has an accuracy of 95% in the validation phase

Evaluación de la calidad del servicio por medio de seis sigma en un centro de atención documental en una universidad

Esta investigación propone un método de evaluación de la calidad del servicio en un centro de atención documental en una universidad. Desde un enfoque cuantitativo y racional se estableció un método fundamentado en las teorías de calidad del servicio y el concepto de Seis sigma. Se analizaron dos periodos de estudio y se contextualizaron las métricas asociadas con los criterios de evaluación. Se determinaron tres métricas de Seis Sigma, valor de defectos por partes por millón (DPMO), el nivel Z y el rendimiento. En los resultados, todas las dimensiones evaluadas en febrero presentaron un nivel de sigma mayor con respecto al que obtuvieron en enero, así como una disminución de los defectos por partes por millón de un periodo al otro, es decir mejoró la calidad del servicio y se disminuyeron costos, salvo para la dimensión de calidad ‘Respuesta pertinente’. Adicionalmente, mediante el cálculo del rendimiento se encontró, que para la mayoría de los criterios de evaluación de la calidad se mantuvieron por encima del 90%. Esta investigación evidencia la pertinencia de articular conceptos de calidad del servicio con las métricas de Seis Sigma, permitiendo diseñar un estándar de rendimiento del servicio para el mejoramiento de la calidad.This research proposes a method to evaluate service quality in a documentary attention center in a university. From a quantitative and rational approach, a method based on the theories of quality of service and the concept of Six Sigma was established. Two study periods were analyzed and the metrics associated with the evaluation criteria were contextualized; Three metrics of Six Sigma, value of defects per parts per million (DPMO), level Z and performance were determined. In the results, all the dimensions evaluated in February presented a sigma level higher than that obtained in January, as well as a decrease in the defects per parts per million from one period to the other, that is, the quality of the service improved and costs decreased, except for the quality dimension 'Relevant response'. Additionally, by calculating the yield it was found that for most of the quality evaluation criteria they remained above 90%. This research demonstrates the relevance of articulating concepts of quality of service with Six Sigma metrics, allowing to design a standard of service performance for the improvement of quality

Assessing and forecasting method of financial efficiency in a free industrial economic zone

Industrial free zones are key to the economic progress of developing countries, making the evaluation and forecast of efficiency in these organisations relevant. This research proposes a three-phase method to evaluate and forecast the financial efficiency of the business profiles of companies belonging to the free economic zone of Cartagena - Colombia. The first phase consisted of a cluster analysis to determine representative groups among the companies analysed. In the second phase, financial efficiency is measured for each of the clusters found in phase 1. Finally, in phase 3 a machine learning model is trained and validated to predict the belonging of a company to a category of financial efficiency - cluster. The results show the creation of two business clusters, with an average efficiency of 49.8% and 14.6% respectively. The random forest model has an accuracy of 95% in the validation phase. Copyright © 2021 Inderscience Enterprises Ltd

Design of an Inventory Management Model for the Company Gasolutions S.A.S.

Gasolutions S.A.S es una empresa que ofrece soluciones tecnológicas a estaciones de servicio de combustible; actualmente ofrecen un servicio integrado que presenta ineficiencias en la gestión de inventario de los equipos del hardware, lo cual ha generado retrasos en la entrega del servicio, riesgo económico y pérdida de clientes. Teniendo en cuenta la problemática, el presente proyecto propone el diseño de un modelo de gestión de inventario, con el fin de minimizar los costos y cumplir con los tiempos de entrega. Para ello, se describió el proceso actual de gestión de inventarios, se caracterizó el comportamiento de la demanda de servicios y se clasificaron los equipos mediante la técnica ABC y Gráfico de Pareto. A partir de esto, se escogió el modelo EOQ (Cantidad Económica de Pedido) ya que se ajustaba a la naturaleza del sistema; luego se realizó un análisis comparativo de los costos entre la política propuesta y la operación actual, el cual mostró una reducción del 22,6% en los costos anuales por gestión del inventario. Adicionalmente, se diseñó una herramienta computacional que apoya la gestión del inventario y la consolidación de la información, así como un dashboard de visualización de datos relevantes que permita la retroalimentación y la toma de decisiones. Finalmente se concluyó que el presente proyecto propone una solución que permite minimizar costos de la administración de los equipos, y facilita el desarrollo de procesos claves en la gestión tales como la actualización y consulta de inventario, así como la generación de pedidos a proveedores.Gasolutions S.A.S. is a company that offers technological solutions to fuel service stations; currently, they offer an integrated service that presents inefficiencies in the inventory management of hardware equipment, which has generated delays in service delivery, economic risk and loss of customers. Given these problems, this project proposes the design of an inventory management model in order to minimize costs and meet delivery times. For this purpose, the current inventory management process was described, the behavior of the service demand was characterized and the equipment was classified using the ABC technique and the Pareto Chart. Based on this, the EOQ (Economic Order Quantity) model was chosen because it fit the nature of the system; then a comparative cost analysis was carried out between the proposed policy and the current operation, which showed a 22.6% reduction in annual inventory management costs. In addition, a computer tool was designed to support inventory management and information consolidation, as well as a dashboard to visualize relevant data for feedback and decision making. Finally, it is concluded that this project proposes a solution that minimizes equipment management costs and facilitates the development of key operational processes such as inventory update, consulting and the generation of orders to suppliers

Diseño de un Modelo de Gestión de Inventarios para la Empresa Gasolutions S.A.S

Gasolutions S.A.S es una empresa que ofrece soluciones tecnológicas a estaciones de servicio de combustible; actualmente ofrecen un servicio integrado que presenta ineficiencias en la gestión de inventario de los equipos del hardware, lo cual ha generado retrasos en la entrega del servicio, riesgo económico y pérdida de clientes. Teniendo en cuenta la problemática, el presente proyecto propone el diseño de un modelo de gestión de inventario, con el fin de minimizar los costos y cumplir con los tiempos de entrega. Para ello, se describió el proceso actual de gestión de inventarios, se caracterizó el comportamiento de la demanda de servicios y se clasificaron los equipos mediante la técnica ABC y Gráfico de Pareto. A partir de esto, se escogió el modelo EOQ (Cantidad Económica de Pedido) ya que se ajustaba a la naturaleza del sistema; luego se realizó un análisis comparativo de los costos entre la política propuesta y la operación actual, el cual mostró una reducción del 22,6% en los costos anuales por gestión del inventario. Adicionalmente, se diseñó una herramienta computacional que apoya la gestión del inventario y la consolidación de la información, así como un dashboard de visualización de datos relevantes que permita la retroalimentación y la toma de decisiones. Finalmente se concluyó que el presente proyecto propone una solución que permite minimizar costos de la administración de los equipos, y facilita el desarrollo de procesos claves en la gestión tales como la actualización y consulta de inventario, así como la generación de pedidos a proveedores.Gasolutions S.A.S. is a company that offers technological solutions to fuel service stations; currently, they offer an integrated service that presents inefficiencies in the inventory management of hardware equipment, which has generated delays in service delivery, economic risk and loss of customers. Given these problems, this project proposes the design of an inventory management model in order to minimize costs and meet delivery times. For this purpose, the current inventory management process was described, the behavior of the service demand was characterized and the equipment was classified using the ABC technique and the Pareto Chart. Based on this, the EOQ (Economic Order Quantity) model was chosen because it fit the nature of the system; then a comparative cost analysis was carried out between the proposed policy and the current operation, which showed a 22.6% reduction in annual inventory management costs. In addition, a computer tool was designed to support inventory management and information consolidation, as well as a dashboard to visualize relevant data for feedback and decision making. Finally, it is concluded that this project proposes a solution that minimizes equipment management costs and facilitates the development of key operational processes such as inventory update, consulting and the generation of orders to suppliers

Libro de Proyectos Finales 2021 primer semestre

PregradoIngeniero CivilIngeniero de SistemasIngeniero ElectricistaIngeniero ElectrónicoIngeniero IndustrialIngeniero Mecánic