Abstract:

In this investigation, the multivariate capacity indicator is implemented to measure the periodic, integral and multidimensional performance of the quality of service to the citizen on the requests, complaints, claims, suggestions and reports (PQRSD) addressed to the dependencies. of the Ministry of Housing. For this, the concepts of statistical control were used; specifically, the multivariate capacity, the quality of the service and the sigma level associated with the Six Sigma metrics, applied to the information of the PQRSD reports generated by the Ministry of Housing, City and Territory of Colombia in 2020, 2021 and 2022. The results showed that the quality of the service provided by the Colombian Ministry of Housing is good with a multivariate capacity indicator of 0.59. However, opportunities for improvement were found in some areas of the Ministry's citizen services.