Quality management control in a company in the food service sector with RPC curves and Multivariate Geometric Indicator
Main Article Content
Keywords
Quality, RPC curves, geometric indicators, performance, Six Sigma
Abstract
Objective: this basic research aimed to evaluate the performance of a food service system using Process Performance Operation Curves (PPOC) and multivariate capability indicators. Method: the research was developed using a quantitative approach, in which the system was evaluated using RPC operating curves and multivariate geometric indicators. For this purpose, the process performance was measured in order to clearly visualize the capabilities and limitations of the system under study. Results: the results evidenced the relevance of the tools applied to evaluate the service, by identifying improvement opportunities such as defect reduction and process capability analysis. Discussions: the usefulness of yield curves and multivariate capability indicators for optimizing food service management was highlighted. These tools allow the establishment of effective strategies that improve efficiency and operational quality. Conclusions: the relevance of Six Sigma metrics and statistical control systems to evaluate process performance in the foodservice context was verified.
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References
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Banquez, A., & Fontalvo, T. (2023). Global performance evaluation based on multivariable statistical control of a public utility company. Pesquisa operacional, 43(1), 1-18 https://doi.org/10.1590/01017438.2023.043.00270103
Chen, K., Pearn, W., & Lin, P. (2003). Capability measures for processes with multiple characteristics. Quality and Reliability Engineering International, 19(2), 101–110. https://doi.org/10.1002/qre.513
Costa, J., Lopes, I., & Brito, J. (2019). Six Sigma application for quality improvement of the pin insertion process. Procedia Manufacturing, 38, 1592–1599. https://doi.org/10.1016/j.promfg.2020.01.126
Delahoz-Dominguez, E., Fontalvo, T., & Fontalvo, O. (2020). Evaluación de la calidad del servicio por medio de Seis Sigma en un centro de atención documental en una universidad. Formación Universitaria, 13(2), 93–102. https://doi.org/10.4067/s0718-50062020000200093
Djatmiko, D., & Handayati, Y. (2023). Quality improvement to enhance customer satisfaction using Lean Six Sigma (Case study: XYZ Restaurant). International Journal of Current Science Research and Review, 6(2). https://doi.org/10.47191/ijcsrr/V6-i2-64
Dolgui, A., Eremeev, A., & Sigaev, V. (2022). On local optima distribution in buffer allocation problem for production line with unreliable machines. IFAC-PapersOnLine, 55(10), 1092–1097. https://doi.org/10.1016/j.ifacol.2022.09.535
Fontalvo, T., Mejía, F., & Oyuela, G. (2024a). Evaluación con curvas de operación de métricas Seis Sigma el desempeño de sistemas productivos mixtos. Investigación e Innovación en Ingenierías, 12(1), 1–12. https://doi.org/10.17081/invinno.11.2.6680
Fontalvo-Herrera, T., Díaz-Sarmiento, L., & Segura-Fuentes, E. (2020a). Valoración de la calidad del servicio Seis Sigma en el sector turístico. Desarrollo Gerencial, 12(2), 1–18. https://doi.org/10.17081/dege.12.2.3686
Fontalvo, T., Herrera, R., & Delahoz-Dominguez, E. (2020b). Multivariate statistical control method to assess quality dimensions in an industrial tank washing company. Información Tecnológica, 31(5), 109–118. https://doi.org/10.4067/S0718-07642020000500109
Fontalvo, T., Delahoz-Dominguez, E., & Fontalvo, O. (2022). Six Sigma method to assess the quality of the service in a gas utility company. International Journal of Process Management and Benchmarking, 12(2), 220–240. https://doi.org/10.1504/IJPMB.2022.121628
Fontalvo, T., García, K., & Banquez, A. (2025). Curvas de operación de métricas Seis Sigma para evaluar la calidad de un proceso de producción paralelo convergente. Prospectiva, 23(1). https://doi.org/10.15665/rp.v23i1.3380
Fontalvo. T., Herrera, R., & Banquez, A. (2024b). Performance evaluation method of the service quality dimensions using Six Sigma metrics, the main components’ quality indicator and the geometric capacity indicator. Engineering management in production and services, 16(1). https://doi.org/10.2478/emj-2024-0005
Fontalvo, T. J., Banquez, A. G., & Mendoza, K. (2024c). Performance of a concurrent parallel production system through new operating curves of Six Sigma metrics. Production, 34, e20230040. https://doi.org/10.1590/01036513.20230040
Fontavo, O., Fontalvo, T., & Banquez, A. (2024d). Method To Assess, Classify And Project Theft Clusters In Colombia By Means Of Clustering And Neural Networks. (2024). Journal of Namibian Studies: History Politics Culture, 40, 294-313. https://doi.org/10.59670/r7c37867
Fontalvo, T., Mejía, F., & Banquez, A. (2024e). Personal Evaluation in Job Search Considering: Vocation, Responsibility and Self-Confidence by Means Of Six Sigma and A Geometric Multivariate Capability Indicator. Migration Letters, 21(5), 1428–1441. https://migrationletters.com/index.php/ml/article/view/9857
Fontalvo, T. J., Banquez, A. G., & Fontalvo, A. C. (2024f). New multivariate capacity indicators with Six Sigma metrics to assess service quality. Production, 34, e20240052. https://doi.org/10.1590/0103-6513.20240052
Franco, D., & Periñán, A. (2020). Evaluación de la calidad al servicio prestado por las compañías de seguros de vida en Colombia, mediante las métricas del Seis Sigma. Trabajo de grado no publicado, Universidad Tecnológica de Bolívar.
Goel, P., Et al. (2021). Analysis of performance of clinical biochemistry laboratory using Sigma metrics and Quality Goal Index. Practical Laboratory Medicine, 23, e00195. https://doi.org/10.1016/j.plabm.2020.e00195
Hariyani, D., & Mishra, S. (2022). Drivers for the adoption of integrated sustainable green lean six sigma agile manufacturing system (ISGLSAMS) and research directions. Cleaner Engineering and Technology, 7, 100449. https://doi.org/10.1016/j.clet.2022.100449
Herrera, T., Herrera, R., & González, Y. (2022). Yield-level performance of quality dimensions through T² charts and multivariate capacity indicators applied to a fumigation services company. International Journal of Industrial and Systems Engineering, 41(1), 71–89. https://doi.org/10.1504/IJISE.2022.122973
Kumar, P., Et al. (2021). Integration between Lean, Six Sigma and Industry 4.0 technologies. International Journal of Six Sigma and Competitive Advantage, 13(1–3), 19–37. https://doi.org/10.1504/IJSSCA.2021.120224
Madhani, P. (2022). Lean Six Sigma deployment in HR: Enhancing business performance. International Journal of Human Resources Development and Management, 22(1/2), 75–101. https://doi.org/10.1504/IJHRDM.2022.121314
Maturana, A., & Fontalvo, T. (2023). Comparative analysis of multivariate capacity indicators for serial and parallel systems. International Journal of Six Sigma and Competitive Advantage, 1(1). https://doi.org/10.1504/IJSSCA.2023.10058903
Montero, G., & Mora, B. (2020). Evaluación de la calidad percibida del servicio por los consumidores en los restaurantes de la ciudad de Milagro. Journal of Business and Entrepreneurial Studies, 4(2), 176–199. https://dialnet.unirioja.es/descarga/articulo/7888286.pdf
Morales-Morales, J.J., Lara ,I & Morales-Morales J.R.,Et al. (2023a). La cultura organizacional como medio para una mayor calidad de vida y la calidad en el servicio. Scientia et PRAXIS, 3(6), 46–68. https://doi.org/10.55965/setp.3.06.a3
Morales-Morales, J.J., Valde,N., Morales-Morales.,J.R & Yee, A., (2023b). Calidad en el servicio hotelero: Propuesta de metodología experimental. Revista Venezolana de Gerencia, 28(104), 1717–1734. https://doi.org/10.52080/rvgluz.28.104.21
Salazar, D. (2023). Proceso de compra del consumidor en restaurantes y cafeterías de la ciudad de Quito. Innovar, 34(91). https://doi.org/10.15446/innovar.v34n91.103059
Salazar, W. (2022). Experiencia de educación sensible en tres centros comerciales de Medellín; una experimentación con arte contemporáneo. Revista Virtual Universidad Católica del Norte, 67, 305–323. https://doi.org/10.35575/rvucn.n67a12
Saporito, A., Tassone,C., Di Iorio, A., Barbieri- Saraceno, M., Bressan, A., Pini, R., Mongelli, F., La Regina, D., (2023). Six Sigma can significantly reduce costs of poor quality of the surgical instruments sterilization process and improve surgeon and operating room personnel satisfaction. Scientific Reports, 13(14116), 1–9. https://doi.org/10.1038/s41598-023-41393-x
Silva, H. M. M., Vanalle, R. M., Lucato, W. C., & Calarge, F. A. (2023). Relevance of Barriers for Six Sigma Implementation in Industrial Organizations. Latin American Business Review, 24(3), 207–241. https://doi.org/10.1080/10978526.2023.2222080
Zacharia, A., & Ravichandran, J. (2022). Six Sigma-based RS, MDSS and MDSRS control charts. International Journal of Six Sigma and Competitive Advantage, 3(4), 435–455. https://doi.org/10.1504/IJSSCA.2021.120576
Zambrano, J., Herrera, R., & Fontalvo, T. (2020). Three-phase method to assess the logistics service using Six Sigma metrics, Hotelling’s T-square control chart and a principal component capacity indicator. International Journal of Productivity and Quality Management, 1(1), 1–15. https://doi.org/10.1504/IJPQM.2020.10042140
Zapata, N.,Quiroz, M., Lopez,J., Patiño, O., & Valencia, J., (2022). Tendencias en producción científica en el uso del Internet de las Cosas en servicios de restaurantes: Un enfoque bibliométrico. Revista En-contexto, 10(17). https://doi.org/10.53995/23463279.1166
Banquez, A., & Fontalvo, T. (2023). Global performance evaluation based on multivariable statistical control of a public utility company. Pesquisa operacional, 43(1), 1-18 https://doi.org/10.1590/01017438.2023.043.00270103
Chen, K., Pearn, W., & Lin, P. (2003). Capability measures for processes with multiple characteristics. Quality and Reliability Engineering International, 19(2), 101–110. https://doi.org/10.1002/qre.513
Costa, J., Lopes, I., & Brito, J. (2019). Six Sigma application for quality improvement of the pin insertion process. Procedia Manufacturing, 38, 1592–1599. https://doi.org/10.1016/j.promfg.2020.01.126
Delahoz-Dominguez, E., Fontalvo, T., & Fontalvo, O. (2020). Evaluación de la calidad del servicio por medio de Seis Sigma en un centro de atención documental en una universidad. Formación Universitaria, 13(2), 93–102. https://doi.org/10.4067/s0718-50062020000200093
Djatmiko, D., & Handayati, Y. (2023). Quality improvement to enhance customer satisfaction using Lean Six Sigma (Case study: XYZ Restaurant). International Journal of Current Science Research and Review, 6(2). https://doi.org/10.47191/ijcsrr/V6-i2-64
Dolgui, A., Eremeev, A., & Sigaev, V. (2022). On local optima distribution in buffer allocation problem for production line with unreliable machines. IFAC-PapersOnLine, 55(10), 1092–1097. https://doi.org/10.1016/j.ifacol.2022.09.535
Fontalvo, T., Mejía, F., & Oyuela, G. (2024a). Evaluación con curvas de operación de métricas Seis Sigma el desempeño de sistemas productivos mixtos. Investigación e Innovación en Ingenierías, 12(1), 1–12. https://doi.org/10.17081/invinno.11.2.6680
Fontalvo-Herrera, T., Díaz-Sarmiento, L., & Segura-Fuentes, E. (2020a). Valoración de la calidad del servicio Seis Sigma en el sector turístico. Desarrollo Gerencial, 12(2), 1–18. https://doi.org/10.17081/dege.12.2.3686
Fontalvo, T., Herrera, R., & Delahoz-Dominguez, E. (2020b). Multivariate statistical control method to assess quality dimensions in an industrial tank washing company. Información Tecnológica, 31(5), 109–118. https://doi.org/10.4067/S0718-07642020000500109
Fontalvo, T., Delahoz-Dominguez, E., & Fontalvo, O. (2022). Six Sigma method to assess the quality of the service in a gas utility company. International Journal of Process Management and Benchmarking, 12(2), 220–240. https://doi.org/10.1504/IJPMB.2022.121628
Fontalvo, T., García, K., & Banquez, A. (2025). Curvas de operación de métricas Seis Sigma para evaluar la calidad de un proceso de producción paralelo convergente. Prospectiva, 23(1). https://doi.org/10.15665/rp.v23i1.3380
Fontalvo. T., Herrera, R., & Banquez, A. (2024b). Performance evaluation method of the service quality dimensions using Six Sigma metrics, the main components’ quality indicator and the geometric capacity indicator. Engineering management in production and services, 16(1). https://doi.org/10.2478/emj-2024-0005
Fontalvo, T. J., Banquez, A. G., & Mendoza, K. (2024c). Performance of a concurrent parallel production system through new operating curves of Six Sigma metrics. Production, 34, e20230040. https://doi.org/10.1590/01036513.20230040
Fontavo, O., Fontalvo, T., & Banquez, A. (2024d). Method To Assess, Classify And Project Theft Clusters In Colombia By Means Of Clustering And Neural Networks. (2024). Journal of Namibian Studies: History Politics Culture, 40, 294-313. https://doi.org/10.59670/r7c37867
Fontalvo, T., Mejía, F., & Banquez, A. (2024e). Personal Evaluation in Job Search Considering: Vocation, Responsibility and Self-Confidence by Means Of Six Sigma and A Geometric Multivariate Capability Indicator. Migration Letters, 21(5), 1428–1441. https://migrationletters.com/index.php/ml/article/view/9857
Fontalvo, T. J., Banquez, A. G., & Fontalvo, A. C. (2024f). New multivariate capacity indicators with Six Sigma metrics to assess service quality. Production, 34, e20240052. https://doi.org/10.1590/0103-6513.20240052
Franco, D., & Periñán, A. (2020). Evaluación de la calidad al servicio prestado por las compañías de seguros de vida en Colombia, mediante las métricas del Seis Sigma. Trabajo de grado no publicado, Universidad Tecnológica de Bolívar.
Goel, P., Et al. (2021). Analysis of performance of clinical biochemistry laboratory using Sigma metrics and Quality Goal Index. Practical Laboratory Medicine, 23, e00195. https://doi.org/10.1016/j.plabm.2020.e00195
Hariyani, D., & Mishra, S. (2022). Drivers for the adoption of integrated sustainable green lean six sigma agile manufacturing system (ISGLSAMS) and research directions. Cleaner Engineering and Technology, 7, 100449. https://doi.org/10.1016/j.clet.2022.100449
Herrera, T., Herrera, R., & González, Y. (2022). Yield-level performance of quality dimensions through T² charts and multivariate capacity indicators applied to a fumigation services company. International Journal of Industrial and Systems Engineering, 41(1), 71–89. https://doi.org/10.1504/IJISE.2022.122973
Kumar, P., Et al. (2021). Integration between Lean, Six Sigma and Industry 4.0 technologies. International Journal of Six Sigma and Competitive Advantage, 13(1–3), 19–37. https://doi.org/10.1504/IJSSCA.2021.120224
Madhani, P. (2022). Lean Six Sigma deployment in HR: Enhancing business performance. International Journal of Human Resources Development and Management, 22(1/2), 75–101. https://doi.org/10.1504/IJHRDM.2022.121314
Maturana, A., & Fontalvo, T. (2023). Comparative analysis of multivariate capacity indicators for serial and parallel systems. International Journal of Six Sigma and Competitive Advantage, 1(1). https://doi.org/10.1504/IJSSCA.2023.10058903
Montero, G., & Mora, B. (2020). Evaluación de la calidad percibida del servicio por los consumidores en los restaurantes de la ciudad de Milagro. Journal of Business and Entrepreneurial Studies, 4(2), 176–199. https://dialnet.unirioja.es/descarga/articulo/7888286.pdf
Morales-Morales, J.J., Lara ,I & Morales-Morales J.R.,Et al. (2023a). La cultura organizacional como medio para una mayor calidad de vida y la calidad en el servicio. Scientia et PRAXIS, 3(6), 46–68. https://doi.org/10.55965/setp.3.06.a3
Morales-Morales, J.J., Valde,N., Morales-Morales.,J.R & Yee, A., (2023b). Calidad en el servicio hotelero: Propuesta de metodología experimental. Revista Venezolana de Gerencia, 28(104), 1717–1734. https://doi.org/10.52080/rvgluz.28.104.21
Salazar, D. (2023). Proceso de compra del consumidor en restaurantes y cafeterías de la ciudad de Quito. Innovar, 34(91). https://doi.org/10.15446/innovar.v34n91.103059
Salazar, W. (2022). Experiencia de educación sensible en tres centros comerciales de Medellín; una experimentación con arte contemporáneo. Revista Virtual Universidad Católica del Norte, 67, 305–323. https://doi.org/10.35575/rvucn.n67a12
Saporito, A., Tassone,C., Di Iorio, A., Barbieri- Saraceno, M., Bressan, A., Pini, R., Mongelli, F., La Regina, D., (2023). Six Sigma can significantly reduce costs of poor quality of the surgical instruments sterilization process and improve surgeon and operating room personnel satisfaction. Scientific Reports, 13(14116), 1–9. https://doi.org/10.1038/s41598-023-41393-x
Silva, H. M. M., Vanalle, R. M., Lucato, W. C., & Calarge, F. A. (2023). Relevance of Barriers for Six Sigma Implementation in Industrial Organizations. Latin American Business Review, 24(3), 207–241. https://doi.org/10.1080/10978526.2023.2222080
Zacharia, A., & Ravichandran, J. (2022). Six Sigma-based RS, MDSS and MDSRS control charts. International Journal of Six Sigma and Competitive Advantage, 3(4), 435–455. https://doi.org/10.1504/IJSSCA.2021.120576
Zambrano, J., Herrera, R., & Fontalvo, T. (2020). Three-phase method to assess the logistics service using Six Sigma metrics, Hotelling’s T-square control chart and a principal component capacity indicator. International Journal of Productivity and Quality Management, 1(1), 1–15. https://doi.org/10.1504/IJPQM.2020.10042140
Zapata, N.,Quiroz, M., Lopez,J., Patiño, O., & Valencia, J., (2022). Tendencias en producción científica en el uso del Internet de las Cosas en servicios de restaurantes: Un enfoque bibliométrico. Revista En-contexto, 10(17). https://doi.org/10.53995/23463279.1166
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Jun 30, 2025
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Fontalvo Herrera, T. J., & Bedoya Puerta, K. (2025). Quality management control in a company in the food service sector with RPC curves and Multivariate Geometric Indicator. Desarrollo Gerencial, 17(1), 1–36. https://doi.org/10.17081/dege.17.1.7725
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