GLOBAL PERFORMANCE EVALUATION BASED ON MULTIVARIABLE STATISTICAL CONTROL OF A PUBLIC UTILITY COMPANY

Abstract

. In this research article, the service provision in a public company was evaluated through multivariate statistical control to determine the performance of its dimensions. For this purpose, the methodology used was: 1) characterization of the information associated with the quality dimensions provided, through consolidated databases recognized for their high level of quality, such as: Elsevier, Inderscience, among others; 2) calculation of Six Sigma metrics (DPMO, Z-level and performance), which will allow from a monthly average, to evaluate the quality of the service provided by the company in a timely and periodic manner in the 12 periods of 2019; 3) Evaluation of the performance of the service dimensions in a global and comprehensive manner, through multivariate analysis. Finally, the quality of the company’s service is presented. Thus, allowing the control and continuous improvement of the processes, through its prompt replanting.