It will be seen in this research article: Process management.- In order to properly manage the academic administrative processes related to the services provided to the student, the processes were ordered using the international standard ISO 9001: 2015, as well as the administration of knowledge to achieve the expected results. Measure quality. - The indicators of the processes on the dashboard are not enough, therefore it was compared with the opinion of the students; to perform this measurement, a questionnaire validated by expert judgment was prepared based on the ServQual model. Fuzzy logic.- Quality in its various dimensions and sub-dimensions, being subjective, was clarified using fuzzy algorithms based on a membership function, in order to have a certain level of certainty in relation to students’ perceptions. Results: After applying the fuzzy logic to the survey carried out with the students, it was visualized in a perceptions dashboard and the non-conformities were analyzed, which constitute the new baseline to improve.
|Title of host publication||Proceedings of the International Conference on Industrial Engineering and Operations Management, 2021|
|Number of pages||12|
|State||Published - 2021|
|Event||2nd South American Conference on Industrial Engineering and Operations Management, IEOM 2021 - Sao Paulo, Brazil|
Duration: 5 Apr 2021 → 8 Apr 2021
|Name||Proceedings of the International Conference on Industrial Engineering and Operations Management|
|Conference||2nd South American Conference on Industrial Engineering and Operations Management, IEOM 2021|
|Period||5/04/21 → 8/04/21|
Bibliographical notePublisher Copyright:
© IEOM Society International.
- Fuzzy Logic
- ISO 9001: 2015
- Key performance indicators
- Process Management
- ServQual Model