Management control for quality in a hospitality business using ARP curves and the multivariate geometric indicator

Introduction / Objective: this study aims to assess the quality of service in a hospitality business with three service lines: premium, standard, and basic, operating under variable conditions. The analysis incorporates operational curves based on Six Sigma metrics and the multivariate geometric capacity indicator. The theoretical framework covers key concepts, including management control, service quality, Six Sigma metrics, average run length performance (ARP) curves, and geometric capacity indicators. Methodology: the study adopts a rational quantitative approach combined with a sensitivity analysis that adjusts the Sigma performance level (Z) from 3 to 6. It introduces ARP operational curves and the multivariate geometric capacity indicator as tools to evaluate and optimize performance. Results: the premium and standard service lines achieved the highest Sigma Z levels, consistently exceeding 5. The analysis identified the required production units in each process to transition from an initial performance level (Z1) to a target level (Z2). Furthermore, the multivariate geometric indicator classified the overall service as excellent. Conclusions: the study presents an innovative method grounded in ARP operational curves and multivariate geometric capacity indicators, aligned with Six Sigma metrics. This approach establishes robust control criteria to monitor operational conditions effectively, supporting decision-making processes aimed at enhancing service quality performance.