The use of geometric distribution as an approach to the reliability of a technical support service from the users' standpoint

Abstract

In this paper a methodological proposal is presented to evaluate and analyze the reliability of intangible goods by applying such methodology to the case of the technical support service provided in the Faculty of Engineering of the University of Antioquia (Colombia). In this methodology, service is conceived as a serial system consisting of intangible, independent components, known as quality dimensions. Geometric distribution is used to simulate its behavior. Such methodology integrates elements of multivariable statistics, theory of probability, qualitative research, as well as reliability tools. The use of this methodology allows service companies to think about its reliability ranking, to establish challenging objectives and to implement improvement guidelines that guarantee, in the long run, the satisfaction of the customer’s needs.