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This research aims to propose an evaluation and monitoring method with the Six Sigma performance metrics, the main component quality indicator, and the geometric capacity indicator to control service quality dimensions. The research was quantitative and evaluative. It was developed using primary historical information on the quality criteria of hotel service in twelve periods of 2019. It was possible to demonstrate that the geometric indicator was the most demanding capacity with a value of 0.91163, followed by the multivariate main components’ indicator with a value of 0.9559, establishing as a relevant finding the integrality of the three performance criteria to evaluate a service. Topics of service quality, Six Sigma metrics, multivariate main component and geometric capacity indicators were addressed as a theoretical foundation. The research provides a unique contribution in the form of an innovative and efficient continuous improvement method, which makes services more reliable and accurate. Univariate and multivariate statistics were intensively used to evaluate and improve the dimensions of a service from different perspectives. This method has not been considered from the same approach despite its great usefulness in quality control.

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Measuring capacity is a major problem, especially in service organizations because of its complexity and the lack of research on this topic at these kinds of organizations. Therefore, the purpose of this article is to discuss a methodology for measuring the capacity of an university by focusing on an academic unit. To this end, this research study determines the available capacity of an academic program and the use of resources by a typical student, and then the relation between these two aspects. The proposal is validated for an undergraduate program, generating a fairly good estimate of the number of students who can be served at any given time.

The acceptability of Child and Adolescent Mental Health Services (CAMHS) to Indigenous peoples is little studied. There has been a lack of evaluation tools able to take account of the more holistic approach to the attainment of mental health that characterises Māori, the Indigenous population of Aotearoa (New Zealand). This study aimed to develop such an instrument and establish some of its psychometric properties. Then, to use the measure to establish whānau (family or caregiver) views on desirable CAMHS characteristics. Method A self-administered survey, Te Tomokanga, was developed by modifying a North American questionnaire, the Youth Services Survey for Families (YSS-F). The intent of the tool was to record whānau experiences and views on service acceptability. The Te Tomokanga survey is unique in that it incorporates questions designed to examine CAMHS delivery in light of the Whare Tapa Whā[1], a Māori comprehensive model of health with a focus on whānau involvement and culturally responsive services. This mail or telephone survey was completed by a cohort of 168 Māori whānau. Their children had been referred to one of the three types of CAMHS, mainstream, bicultural, and kaupapa Māori[2], of the District Health Board (DHBs) in the Midland health region, Aotearoa. The Midland health region is an area with a large Māori population with high levels of social deprivation. Results The Te Tomokanga instrument was shown to have a similar factor structure to the North American questionnaire from which it had been derived. It identified issues relevant to Māori whānau satisfaction with CAMHS. The work supports the concept that Māori desire therapeutic methods consistent with the Whare Tapa Whā, such as whānau involvement and the importance of recognising culture and spirituality. The participants were generally positive about the services they received from the three different CAMHS types, which shows good acceptability of CAMHS for Māori. Results found satisfaction with CAMHS was related to whānau involvement and culturally delivered services. Conclusion The Te Tomokanga instrument should prove useful in Aotearoa or other similar cultural settings. It is a means of determining the cultural acceptability or improving CAMHS delivery for Indigenous populations. [1] The Whare Tapa Whā framework relies on a Māori worldview of health, a holistic approach advocating a balance between the four dimensions of the Taha Whānau (family), the Taha Tinana (physical), the Taha Hinengaro (cognitive or intellectual) and the Taha Wairua (spiritual). It is believed if one aspect is in distress then it impacts on the others causing tension and increased risk of poor health. Optimal health requires balance between all four dimensions. [2] Kaupapa Māori mental health services provide Māori dedicated clinical and cultural workforce for Māori service users. [ABSTRACT FROM AUTHOR]

Copyright of Estudios Gerenciales is the property of Universidad ICESI and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The purpose of this paper is to advance the methodology for studying service assessment by comparing self-report and agency-generated methods. This study compares 30-day self-reported service use for homeless individuals (N = 229) randomly recruited from a single urban environment (St Louis, Missouri) with similar data collected from a broad array of service agencies providing homeless, substance abuse and outpatient mental health services across the same environment. Comparisons were made between self-report and agency-based data on shelter use, outpatient mental health service use (case management, psychiatric treatment, group therapy), outpatient substance abuse service use (case management, counselling, group therapy) and drop-in/day treatment use. Consistently low levels of kappa scores (all under 0.4) and correlation coefficients (only shelter use demonstrated significant agreement) were found. Findings demonstrated that the two methods of collecting service data are generally not concordant at the individual level. Certain demographic characteristics (increased age, being male, non-white ethnicity) and diagnoses (cocaine abuse/dependence, mania, schizophrenia) were associated with decreased reliability between the two methods of data collection. The two methods of assessment appeared to capture overlapping but not identical information. Each method of assessment has different utility to researchers and providers wishing to assess service use. Copyright © 2006 John Wiley & Sons, Ltd. [ABSTRACT FROM AUTHOR]

BackgroundThe acceptability of Child and Adolescent Mental Health Services (CAMHS) to Indigenous peoples is little studied. There has been a lack of evaluation tools able to take account of the more holistic approach to the attainment of mental health that characterises Māori, the Indigenous population of Aotearoa (New Zealand). This study aimed to develop such an instrument and establish some of its psychometric properties. Then, to use the measure to establish whānau (family or caregiver) views on desirable CAMHS characteristics.MethodA self-administered survey, Te Tomokanga, was developed by modifying a North American questionnaire, the Youth Services Survey for Families (YSS-F). The intent of the tool was to record whānau experiences and views on service acceptability.The Te Tomokanga survey is unique in that it incorporates questions designed to examine CAMHS delivery in light of the Whare Tapa Whā[1], a Māori comprehensive model of health with a focus on whānau involvement and culturally responsive services. This mail or telephone survey was completed by a cohort of 168 Māori whānau. Their children had been referred to one of the three types of CAMHS, mainstream, bicultural, and kaupapa Māori[2], of the District Health Board (DHBs) in the Midland health region, Aotearoa. The Midland health region is an area with a large Māori population with high levels of social deprivation.ResultsThe Te Tomokanga instrument was shown to have a similar factor structure to the North American questionnaire from which it had been derived. It identified issues relevant to Māori whānau satisfaction with CAMHS. The work supports the concept that Māori desire therapeutic methods consistent with the Whare Tapa Whā, such as whānau involvement and the importance of recognising culture and spirituality.The participants were generally positive about the services they received from the three different CAMHS types, which shows good acceptability of CAMHS for Māori. Results found satisfaction with CAMHS was related to whānau involvement and culturally delivered services.ConclusionThe Te Tomokanga instrument should prove useful in Aotearoa or other similar cultural settings. It is a means of determining the cultural acceptability or improving CAMHS delivery for Indigenous populations.[1] The Whare Tapa Whā framework relies on a Māori worldview of health, a holistic approach advocating a balance between the four dimensions of the Taha Whānau (family), the Taha Tinana (physical), the Taha Hinengaro (cognitive or intellectual) and the Taha Wairua (spiritual). It is believed if one aspect is in distress then it impacts on the others causing tension and increased risk of poor health. Optimal health requires balance between all four dimensions.[2] Kaupapa Māori mental health services provide Māori dedicated clinical and cultural workforce for Māori service users.