Show simple item record

dc.rights.licenseAll rights reserveden_US
dc.contributor.advisorMorales, José A.
dc.contributor.authorVázquez González, Juan
dc.date.accessioned2020-07-22T18:49:20Z
dc.date.available2020-07-22T18:49:20Z
dc.date.issued2012
dc.identifier.citationVázquez González, J. (2012). Improvement of a public utility authority complaint responding system [Unpublished manuscript]. Graduate School, Polytechnic University of Puerto Rico.en_US
dc.identifier.urihttp://hdl.handle.net/20.500.12475/461
dc.descriptionDesign Project Article for the Graduate Programs at Polytechnic University of Puerto Ricoen_US
dc.description.abstractAbstract - This project will be conducted in the Operations Department of a Public Utility Authority. The project will focus on the improvement of the agency complaints respond service. The Six Sigma DMAIC model was used to conduct this project. After analyzing and calculating the Data Sheets, it was found that 84% of the complaints were received in the Call Center and the other 16% came from External Sources (complaints reported directly to the Operational Areas). It was also found that the Call Center had a Complaints First Pass Yield (FPY) of 30% and the External Sources had a FPY of 55%. By applying Lean Six Sigma methodology a 100% sreening by the field inspector before the brigates were assigned and a complaint receiver system to eliminate data entry errors and duplicity were implemented. A 70% reduction in volume of complaints reported for “Salideros” and “Desbordes” in grand total was achieved. Key Terms - Customer Satisfaction, Data Accuracy, Operational Costs and Responding Time of Complaints.en_US
dc.language.isoenen_US
dc.publisherPolytechnic University of Puerto Ricoen_US
dc.relation.ispartofManufacturing Engineering;
dc.relation.ispartofseriesSpring-2012;
dc.relation.haspartSan Juanen_US
dc.subject.lcshSix sigma (Quality control standard)en_US
dc.subject.lcshLean manufacturingen_US
dc.subject.lcshPublic administration--Quality controlen_US
dc.subject.lcshPolytechnic University of Puerto Rico--Graduate students--Research
dc.titleImprovement of a Public Utility Authority Complaint Responding Systemen_US
dc.typeArticleen_US
dc.rights.holderPolytechnic University of Puerto Rico, Graduate Schoolen_US


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record