Calidad en las empresas del subsector operadores logísticos y almacenes de Lima Metropolitana y Callao, 2014
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2019-09-10
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Pontificia Universidad Católica del Perú
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La presente investigación proporcionó un estudio sobre el nivel de cumplimiento de los
nueve factores de la administración de la calidad total entre las empresas del subsector
operadores logísticos y almacenes de Lima Metropolitana y Callao. Así mismo, se investigó si
las empresas del subsector en estudio que contaban con un SGC (Sistema de Gestión de Calidad)
tenían un mayor grado de implementación de dichos factores frente a las empresas que no tenían
un SGC y en base a las diferencias significativas encontradas, se buscó analizar si los sistemas
de gestión de calidad tenían impacto positivo sobre el nivel de calidad y cumplimiento de los
factores de éxito del modelo propuesto TQM (Total Quality Management) por sus siglas en
inglés.
El modelo propuesto por Benzaquen (2013), de los nueve factores del TQM en la
empresa, sirvió de base para medir la administración de la calidad total, empleándose un
cuestionario de 35 preguntas basado en una escala de Likert dirigido a los mandos medios y altos
de las 66 empresas encuestadas, con edades que fluctuaban entre los 30 y 50 años. El estudio de
diseño transeccional y no experimental, se desarrolló bajo un enfoque cuantitativo con un
alcance descriptivo y correlacional, de diferencia de grupos. Los resultados obtenidos
permitieron comprobar que existían diferencias significativas en seis de los nueve factores de
calidad entre empresas que contaban con un SGC y aquellas que no contaban con un SGC, lo
que reveló una evidencia del impacto positivo de los sistemas de gestión de calidad sobre el
nivel de calidad en el subsector operadores logísticos y almacenes de Lima Metropolitana y
Callao.
This research provided a study on the level of compliance of the nine factors of total quality management among companies of the subsector of logistics operators and warehouses of Lima Metropolitana and Callao. Also, we investigated whether companies of the subsector studied that have a QMS (Quality Management System) had a higher degree of implementation of these factors against companies that did not have such QMS and based on the differences significant found, we sought to analyze whether the quality management system had positive impact on the quality and performance of the success factors of the proposed TQM (Total Quality Management) for its acronym in English model. The proposed Benzaquen (2013) model, the nine factors of TQM in the company, served as the basis for measuring total quality management, using a questionnaire of 35 questions based on a Likert scale aimed at middle managers and senior of the 66 companies surveyed, with ages ranged between 30 and 50 years. The study of transactional and non experimental design was developed under a quantitative approach with a descriptive and correlational range, unlike groups. The results revealed that there were significant differences in six of the nine factors in quality between companies had a QMS and those who did not have a QMS, which revealed evidence of the positive impact of quality management systems on the level of quality of logistics operators and warehouses subsector in Lima Metropolitana and Callao.
This research provided a study on the level of compliance of the nine factors of total quality management among companies of the subsector of logistics operators and warehouses of Lima Metropolitana and Callao. Also, we investigated whether companies of the subsector studied that have a QMS (Quality Management System) had a higher degree of implementation of these factors against companies that did not have such QMS and based on the differences significant found, we sought to analyze whether the quality management system had positive impact on the quality and performance of the success factors of the proposed TQM (Total Quality Management) for its acronym in English model. The proposed Benzaquen (2013) model, the nine factors of TQM in the company, served as the basis for measuring total quality management, using a questionnaire of 35 questions based on a Likert scale aimed at middle managers and senior of the 66 companies surveyed, with ages ranged between 30 and 50 years. The study of transactional and non experimental design was developed under a quantitative approach with a descriptive and correlational range, unlike groups. The results revealed that there were significant differences in six of the nine factors in quality between companies had a QMS and those who did not have a QMS, which revealed evidence of the positive impact of quality management systems on the level of quality of logistics operators and warehouses subsector in Lima Metropolitana and Callao.
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Palabras clave
Calidad total, Logística empresarial--Perú--Lima, Logística empresarial--Perú--Callao (Perú : Provincia Constitucional), Investigación cuantitativa
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