Calidad en las empresas del sector bienestar en Lima Metropolitana
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2019-08-29
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Pontificia Universidad Católica del Perú
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Cada vez incrementa el número de empresas que utilizan la calidad como medio de
competitividad. De ahí que muchas empresas, indistintamente de su tamaño y sector, han
adoptado dentro de su organización la Gestión de Calidad Total (TQM), la cual busca
satisfacer las necesidades y expectativas de todos los grupos de interés. El propósito de esta
investigación consiste en identificar si las empresas del sector bienestar de Lima
Metropolitana, certificadas con la norma ISO 9001, tienen un mayor nivel de calidad en
comparación con las empresas no certificadas, respecto al desempeño en los nueve factores
de la calidad TQM. Para ello, se ha desarrollado un estudio no experimental y transversal,
sobre la base de una muestra de 79 empresas del sector bienestar de Lima Metropolitana, a
fin de comparar los niveles de cumplimiento percibidos por las empresas en estudio que
poseen un sistema de gestión de calidad certificado con la norma ISO 9001 frente a las que
no, respecto al nivel de desempeño en los nueve factores de éxito de calidad TQM.
Esta investigación brinda evidencia empírica de que no existe gran diferencia entre
aquellas empresas que poseen certificación ISO 9001 y las que no, respecto al desempeño en
los factores de éxito establecidos de la calidad total TQM. Esta tesis es un estudio focalizado
de la investigación del profesor Benzaquen (2013), denominada Calidad en las empresas
latinoamericanas: El caso peruano. Finalmente, la presente tesis de maestría busca validar si
la relación identificada por el profesor Benzaquen se presenta en el sector bienestar
compuesta por los subsectores de salud, educación y asesoría en Lima Metropolitana. Con la
autorización del autor, se ha utilizado parte de su investigación, particularmente en lo que se
refiere a la revisión de la literatura y al método.
The number of enterprises which apply the quality as a way of competitiveness increases every time. Due to this fact many enterprises, regardless their size and sector, have adopted inside their organization the Total Quality Management (TQM) which aims at satisfying the needs and expectations of all the stakeholders. The purpose of this research consist of identifying if the enterprises which belong to welfare sector of Lima Metropolitan area certified with ISO 9001 have a higher level of quality compared to the ones that are not certified, with regard to the performance in the nine success factors of quality TQM. For this reason, a non-experimental and transversal study was developed based on a sample of 79 enterprises of welfare sector of Lima Metropolitan area, with the objective of comparing the levels of complying perceived by the enterprises in this study that have a quality management system certified with ISO 9001 versus the ones that do not, regarding the performance in the nine success factors of quality TQM. This research shows empirical evidence that there is not great difference between the enterprises which have the certification ISO 9001 versus the ones that do not, in reference with the performance in the established success factors of total quality TQM. This work is a focalized study of the research carried out by professor Benzaquen (2013), named Quality in Latin American companies: The Peruvian case. Finally, the present master program work seeks for validating if the relationship identified by professor Benzaquen happens in the welfare sector composed by the subsectors of health, education and advisory in Lima Metropolitan area. Having the permit of the author, part of his research was used particularly in both the review of the literature and the method.
The number of enterprises which apply the quality as a way of competitiveness increases every time. Due to this fact many enterprises, regardless their size and sector, have adopted inside their organization the Total Quality Management (TQM) which aims at satisfying the needs and expectations of all the stakeholders. The purpose of this research consist of identifying if the enterprises which belong to welfare sector of Lima Metropolitan area certified with ISO 9001 have a higher level of quality compared to the ones that are not certified, with regard to the performance in the nine success factors of quality TQM. For this reason, a non-experimental and transversal study was developed based on a sample of 79 enterprises of welfare sector of Lima Metropolitan area, with the objective of comparing the levels of complying perceived by the enterprises in this study that have a quality management system certified with ISO 9001 versus the ones that do not, regarding the performance in the nine success factors of quality TQM. This research shows empirical evidence that there is not great difference between the enterprises which have the certification ISO 9001 versus the ones that do not, in reference with the performance in the established success factors of total quality TQM. This work is a focalized study of the research carried out by professor Benzaquen (2013), named Quality in Latin American companies: The Peruvian case. Finally, the present master program work seeks for validating if the relationship identified by professor Benzaquen happens in the welfare sector composed by the subsectors of health, education and advisory in Lima Metropolitan area. Having the permit of the author, part of his research was used particularly in both the review of the literature and the method.
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Palabras clave
Calidad total, Investigación cuantitativa
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