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

Maturana, Ana Gabriela Banquez; Herrera, Tomás José Fontalvo

doi:10.1590/0101-7438.2023.043.00270103

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ARTICLES • Pesqui. Oper. 43 • 2023 • https://doi.org/10.1590/0101-7438.2023.043.00270103 linkcopy

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

Authorship SCIMAGO INSTITUTIONS RANKINGS

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.

Keywords:
service; multivariate capability indicator; quality; six sigma

Period	Dependency	Conforming dimension	Non-conforming dimension (n)
Jan-19	Invoice collection	22961	127
	Reconnection service availability	17309	188
	Attention escalation	39495	344
	Receiving customer calls	18487	134
	Service stability	26269	267
	Operation of the service page	38385	395
Feb-19	Invoice collection	26573	301
	Reconnection service availability	20436	310
	Attention escalation	28270	329
	Receiving customer calls	20505	203
	Service stability	16315	215
	Operation of the service page	25825	196
Mar-19	Invoice collection	30512	179
	Reconnection service availability	14193	105
	Attention escalation	34323	382
	Receiving customer calls	18226	336
	Service stability	19364	296
	Operation of the service page	15085	112
Apr-19	Invoice collection	33675	227
	Reconnection service availability	33177	203
	Attention escalation	18456	278
	Receiving customer calls	13543	128
	Service stability	34030	124
	Operation of the service page	34171	162
May-19	Invoice collection	27813	257
	Reconnection service availability	22427	487
	Attention escalation	38211	187
	Receiving customer calls	36099	105
	Service stability	16284	197
	Operation of the service page	32114	726
Jun-19	Invoice collection	27093	247
	Reconnection service availability	21498	237
	Attention escalation	32778	164
	Receiving customer calls	31580	843
	Service stability	34570	912
	Operation of the service page	31570	380
Jul-19	Invoice collection	28645	226
	Reconnection service availability	16744	266
	Attention escalation	35118	327
	Receiving customer calls	15637	143
	Service stability	23551	389
	Operation of the service page	26925	152
Aug-19	Invoice collection	24048	392
	Reconnection service availability	21760	164
	Attention escalation	37324	259
	Receiving customer calls	31828	371
	Service stability	31023	319
	Operation of the service page	13635	98
Sep-19	Invoice collection	31469	398
	Reconnection service availability	17939	220
	Attention escalation	21029	333
	Receiving customer calls	16511	143
	Service stability	30539	136
	Operation of the service page	23396	192
Oct-19	Invoice collection	31192	268
	Reconnection service availability	29792	191
	Attention escalation	32045	111
	Receiving customer calls	27431	388
	Service stability	32632	324
	Operation of the service page	38722	202
Nov-19	Invoice collection	28178	250
	Reconnection service availability	25211	112
	Attention escalation	16704	76
	Receiving customer calls	28034	171
	Service stability	32997	323
	Operation of the service page	31770	110
Dec-19	Invoice collection	29665	383
	Reconnection service availability	24450	245
	Attention escalation	17138	109
	Receiving customer calls	30980	232
	Service stability	30723	135
	Operation of the service page	26466	223

Period	Dependency	Z	DPMO	Y	Y AVERAGE
Jan-19	Invoice collection	4,0408	5500,6930	0,9945	0,9913
	Reconnection service availability	3,7994	10744,6991	0,9893
	Attention escalation	3,8803	8634,7549	0,9914
	Receiving customer calls	3,9462	7196,1764	0,9928
	Service stability	3,8239	10061,8028	0,9899
	Operation of the service page	3,8194	10185,6627	0,9898
Feb-19	Invoice collection	3,7837	11200,4168	0,9888	0,9887
	Reconnection service availability	3,6729	14942,6395	0,9851
	Attention escalation	3,7736	11503,8987	0,9885
	Receiving customer calls	3,8336	9802,9747	0,9902
	Service stability	3,7268	13006,6546	0,9870
	Operation of the service page	3,9298	7532,3777	0,9925
Mar-19	Invoice collection	4,0204	5832,3287	0,9942	0,9892
	Reconnection service availability	3,9389	7343,6844	0,9927
	Attention escalation	3,7903	11007,0595	0,9890
	Receiving customer calls	3,5967	18101,4977	0,9819
	Service stability	3,6699	15055,9512	0,9849
	Operation of the service page	3,9376	7369,8756	0,9926
Apr-19	Invoice collection	3,9718	6695,7702	0,9933	0,9924
	Reconnection service availability	4,0058	6081,4859	0,9939
	Attention escalation	3,6756	14839,3296	0,9852
	Receiving customer calls	3,8506	9362,8849	0,9906
	Service stability	4,1819	3630,6143	0,9964
	Operation of the service page	4,0936	4718,4924	0,9953
May-19	Invoice collection	3,8588	9155,6822	0,9908	0,9880
	Reconnection service availability	3,5312	21253,3822	0,9787
	Attention escalation	4,0828	4870,0453	0,9951
	Receiving customer calls	4,2557	2900,2320	0,9971
	Service stability	3,7591	11953,1582	0,9880
	Operation of the service page	3,5149	22107,1864	0,9779
Jun-19	Invoice collection	3,8637	9034,3819	0,9910	0,9852
	Reconnection service availability	3,7938	10904,0718	0,9891
	Attention escalation	4,0752	4978,4470	0,9950
	Receiving customer calls	3,4467	26000,0617	0,9740
	Service stability	3,4516	25703,1734	0,9743
	Operation of the service page	3,7610	11893,5837	0,9881
Jul-19	Invoice collection	3,9159	7827,9242	0,9922	0,9894
	Reconnection service availability	3,6550	15637,8601	0,9844
	Attention escalation	3,8560	9225,5607	0,9908
	Receiving customer calls	3,8626	9062,1039	0,9909
	Service stability	3,6398	16248,9557	0,9838
	Operation of the service page	4,0338	5613,6204	0,9944
Aug-19	Invoice collection	3,6450	16039,2799	0,9840	0,9901
	Reconnection service availability	3,9323	7480,3868	0,9925
	Attention escalation	3,9616	6891,4137	0,9931
	Receiving customer calls	3,7730	11522,0970	0,9885
	Service stability	3,8196	10178,0359	0,9898
	Operation of the service page	3,9492	7136,0955	0,9929
Sep-19	Invoice collection	3,7423	12489,4091	0,9875	0,9898
	Reconnection service availability	3,7540	12115,2046	0,9879
	Attention escalation	3,6562	15588,4280	0,9844
	Receiving customer calls	3,8824	8586,5258	0,9914
	Service stability	4,1148	4433,5778	0,9956
	Operation of the service page	3,9018	8139,7321	0,9919
Oct-19	Invoice collection	3,8853	8518,7540	0,9915	0,9921
	Reconnection service availability	3,9895	6370,2765	0,9936
	Attention escalation	4,1986	3451,9219	0,9965
	Receiving customer calls	3,6998	13947,3022	0,9861
	Service stability	3,8325	9831,2902	0,9902
	Operation of the service page	4,0609	5189,6002	0,9948
Nov-19	Invoice collection	3,8736	8794,1466	0,9912	0,9938
	Reconnection service availability	4,1156	4422,8567	0,9956
	Attention escalation	4,1075	4529,2014	0,9955
	Receiving customer calls	4,0069	6062,7548	0,9939
	Service stability	3,8377	9693,8776	0,9903
	Operation of the service page	4,1987	3450,4391	0,9965
Dec-19	Invoice collection	3,7345	12746,2726	0,9873	0,9918
	Reconnection service availability	3,8292	9921,0366	0,9901
	Attention escalation	3,9923	6319,9397	0,9937
	Receiving customer calls	3,9346	7433,0386	0,9926
	Service stability	4,1193	4374,8785	0,9956
	Operation of the service page	3,8923	8355,5023	0,9916

Period	Y Average	Z Average
Ene-19	99,13%	3,884989412
Feb-19	98,87%	3,786737112
Mar-19	98,92%	3,825643434
Abr-19	99,24%	3,963216415
May-19	98,80%	3,833755154
Jun-19	98,52%	3,73200857
Jul-19	98,94%	3,827193715
Ago-19	99,01%	3,846787754
Sep-19	98,98%	3,841917354
Oct-19	99,21%	3,944430168
Nov-19	99,38%	4,023358782
Dic-19	99,18%	3,91702456

Criterion	Service performance
CM^T<0,5	Deficient
0,5≤CM ^T <0,75	Good
CM^T ≥0,75	Excellent

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