¿Qué organizaciones interiorizan mejor los principios de la Gestión de la Calidad Total, las organizaciones del sector servicios o las industriales?
¿Qué organizaciones interiorizan mejor los principios de la Gestión de la Calidad Total, las organizaciones del sector servicios o las industriales?
Índice
Cada vez son más los trabajos de la literatura que tienen como objetivo analizar el proceso de interiorización de la Gestión de la Calidad. Sin embargo, todavía son muchas las cuestiones que deben ser clarificadas, como la existencia o no de diferencias en dicha interiorización de acuerdo a las principales variables contigenciales organizativas, tales como la variable sectorial. De cara a tratar de contribuir a eliminar dicha carencia detectada en la literatura, este artículo tiene como objetivo realizar un análisis comparativo de la interiorización de los principios de la Gestión de la Calidad Total (GCT) entre organizaciones del sector servicios y el sector industrial. Para tal fin, se tomarán como referencia las puntuaciones obtenidas por organizaciones de ambos sectores en evaluaciones externas independientes y rigurosas llevadas a cabo entre 1999 y 2011 en España conforme al modelo de autoevaluación promovido por la European Foundation for Quality Management (EFQM). Los resultados del análisis constatan diferencias significativas entre las organizaciones pertenecientes a los dos sectores, dado que las del ámbito industrial evidencian una mayor interiorización de los elementos claves asociados a la GCT que las organizaciones del sector servicios.
Adams, A.B.J. e Dale, B.G. (2001). The use of quality management tools and techniques: a estudy in plastic injection moulding manufacture, proocedings of the Institution of Mechanical Engineers Part B. Journal of Engineering Manufacture. 215: 847-855.
Ahmed, S. e Hassan, M. (2003). Survey and case investigations on application of quality management tolos and techniques in SMIs. International Journal of Quality-Reliability Management. 20: 795-826.
Allur, E. (2010). The Dissemination of the EFQM Self-evaluation Model across Europe. Revista de Management Comparat International. 11: 971-979.
Bayo-Moriones, A., Merino-Díaz-de-Cerio, J., Antonio Escamilla-de-León, S. e Mary Selvam,(2011). The impact of ISO 9000 and EFQM on the use of flexible work practices. International Journal of Production Economics. 130: 33-42.
Bou-Llusar, J.C., Escrig-Tena, A.B., Roca-Puig,V. e Beltrán-Martín, I. (2009). An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model. Journal of Operations Management. 27: 1-22.
Bou-Llusar, J.C., Escrig-Tena, A.B., Roca-Puig, V. e Beltrán-Martín, I. (2005). To What Extent do Enablers Explain Results in the EFQM Excellence Model?. International Journal of Quality & Reliability Management. 22: 337-353.
Calvín, J. C., Simón, M. G., Garay, G. G. e del Campo, J.J.M. (2009). El factor liderazgo en el Modelo EFQM de Excelencia: análisis empírico en el País Vasco. Estudios de economía aplicada. 27: 567.
Camisón, C., Cruz, S. e González, T. (2006). Gestión de la calidad: conceptos, enfoques, modelos y sistemas. Pearson Educación. Madrid.
Casadesús, M., Heras, I. e Merino, J. (2005). Calidad Práctica, Prentice Hall-Financial Times. Madrid.
Claver-Cortés, E., Pereira-Moliner, J., Tarí, J. J. e Molina-Azorín, J. F. (2008). TQM, managerial factors and performance in the Spanish hotel industry. Industrial Management & Data Systems. 108: 228-244.
Dale, B.G. (2003). Managing Quality. Blackwell Publishing. United Kingdom.
Dijkstra, L. (1997). An Empirical Interpretation of the EFQM Framework. European Journal of Work and Organizational Psychology. 6: 321-41.
EFQM (2003, 2009, 2010 e 2013). Information taken from various documents and corporate information from the European Foundation for Quality Management, available at: www.efqm.org.
Eskildsen, J.K., Kristensen, K. e Juhl, H.J. (2001). The Criterion of the EFQM Excellence Model. International Journal of Quality & Reliability Management. 18: 783-795.
Eskildsen, J. K. e Kanji, G.K. (1998). Identifying the Vital Few Using the European Foundation for Quality Management Model. Total Quality Management. 9: 92-95.
Fuentes, M.D.M. (2003). La incertidumbre percibida del entorno como moderadora de la relación entre la Gestión de la Calidad Total y el desempeño. Cuadernos de Economía y Dirección de la empresa. 14: 139-160.
George, C., Cooper, F. e Douglas, A. (2003). Implementing the EFQM excellence model in a local authority. Managerial auditing journal. 18: 122-127.
Gómez, J.G., Costa, M.M. e Lorente, Á.R.M. (2011). A critical evaluation of the EFQM model. International Journal of Quality & Reliability Management. 28: 484-502.
Haversjo, T. (2000). The financial effects of ISO 9000 registration for Danish companies.Managerial Auditing Journal. 15: 47-52.
Heras, I., Marimon, F. e Casadesus, M. (2012). An empirical study of the relationships within the categories of the EFQM model. Total Quality Management & Business Excellence. 23: 523-540.
Heras, I. (Dir.), Arana, G., Camisón, C., Casadesús, M. e Martiarena, A. (2008). Gestión de la Calidad y competitividad de las empresas de la CAPV. Instituto Vasco de Competitividad. Bilbao.
Heras, I., Marimón, F. e Casadesús, M. (2009). Impacto competitivo de las herramientas para la gestión de la calidad. Cuadernos de Economía y Dirección de Empresas. 41: 7-35.
Heras-Saizarbitoria, I. e Boiral, O. (2013). Symbolic adoption of ISO 9000 in small and medium-sized enterprises: The role of internal contingencies. International Small Business Journal. available at: doi:10.1177/0266242613495748.
Heras-Saizarbitoria, I. (2011). Internalization of ISO 9000: an exploratory study. Industrial Management & Data Systems. 111: 1214-1237.
Huq, Z. e Stolen, J.D. (1998). Total quality management contrasts in manufacturing and service industries. International Journal of Quality & Reliability Management. 15: 138-161.
Jackson, B. (2001). Gurús anglosajones: verdades y mentiras. Ariel. Barcelona.
Kim, D.Y., Kumar, V. e Kumar, U. (2011). A performance realization framework for implementing ISO 9000. International Journal of Quality & Reliability Management. 28: 383-404.
Li, M. e Yang, J.B. (2003). A decision model for self-assessment of business process based on the EFQM excellence model. International Journal of Quality and Reliability Management. 20: 164–188.
Merino, J. (2001). La calidad en la empresa española. Fundación BBV. Bilbao.
Mittal, D., Singla, V. e Goyal, A. (2011). Comparison of TQM Success Factors in Northern India in Manufacturing and Service Industries: A Survey. International Journal of Engineering Science and Technology (IJEST). 3: 1368-1377.
Nabitz, U., Severens, P., Brink, W.V.D. e Jansen P. (2001). Improving the EFQM Model: An empirical study on model development and theory building using concept mapping. Total Quality Management. 12: 69-81.
Nair, A., e Prajogo, D. (2009). Internalisation of ISO 9000 standards: the antecedent role of functionalist and institutionalist drivers and performance implications. International Journal of Production Research. 47: 4545-4568.
Nilsson, L., Johnson, M.D. e Gustafsson, A. (2001). The impact of quality practices on customer satisfaction and business results: product versus service organizations. Journal of Quality Management. 6: 5-27.
Parasuraman, A., e Varadarajan, P. (1988). Future strategic emphases in service versus goods businesses. Journal of Services Marketing. 4:57-66.
Powell, T.C. (1995). Total Quality Management as Competitive Advantage: a review and empirical study. Strategic Management Journal. 16: 15-37.
Prajogo, D.I. (2011). The roles of firms’ motives in affecting the outcomes of ISO 9000 adoption. International Journal of Operations & Production Management. 31: 78-100.
Quazi, H.A., Jemangin, J., Kit, L.W. e Lee, C. (1998). Critical factors in quality management and guidelines for self-assessment: the case of Singapore. Total Quality Management. 9: 35-55.
Ritchie, L. e Dale, B.G. (2000). Self-assessment using the business excellence model: A study of practice and process. International Journal of Production Economics. 66: 241-254.
Rönnbäck, Å. e Witell, L. (2008). A review of empirical investigations comparing quality initiatives in manufacturing and service organizations. Managing Service Quality. 18: 577-593.
Rusjan, B. (2005). Usefulness of the EFQM; excellence model: theoretical explanation of some conceptual and methodological issues. Total Quality Management & Business Excellence. 16: 363-380.
Russell, S. (2000). ISO 9000:2000 and the EFQM Excellence Model: competition or co- operation?. Total Quality Management. 11: 657-665.
Singh, P.J., Feng, M. e Smith, A. (2006). ISO 9000 series of standards: comparison of manufacturing and service organisations. International Journal of Quality & Reliability Management. 13: 122-42. Available at: http://dx.doi.org/10.1108/02656710610640916
Siow, C.H.R., Yang, J.B. e Dale, B.G. (2001). A new modeling framework for organizational self assesment: development and application. Quality Management Journal. 8: 34-47.
Solis, L.E., Rao, S.S., Raghu-Nathan, T.S., Chen, C-Y. e Pan, S.C. (1998). Quality management practices and quality results: a comparison of manufacturing and service sectors in Taiwan. Managing Service Quality. 8: 46-54.
Sousa, R. e Voss, C.A. (2002). Quality Management Re-visited: a reflective review and agenda for future research. Journal of Operations Management. 20: 91-109.
Sun, H., Li, S., Ho, K., Gertsen, F., Hansen, P. e Frick, J. (2004). The trajectory of implementing ISO 9000 standards versus total quality management in Western Europe. International Journal of Quality & Reliability Management. 21: 131-153.
Talib, F. e Rahman, Z. (2012). Total quality management practices in manufacturing and service industries: a comparative study. International Journal of Advanced Operations Management. 4: 155-176.
Tarí, J.J., Heras-Saizarbitoria, I. e Pereira, J. (2013). Internalization of quality management in service organizations. Managing Service Quality. 23: 456-473.
Tari, J.J., Molina, J.F. e Castejon, J.L. (2007). The relationship between quality management practices and their effects on quality outcomes. European Journal of Operational Research. 183: 483-501.
Tarí, J.J. (2011). Similarities and differences between self-assessment approaches in public services in higher education institutions. The Service Industries Journal. 31: 1125-1142.
Tarí, J. e Sabater, V. (2004). Quality tools and techniques: are they necessary for quality management?. International Journal of Production Economics. 92: 267-280.
Woon, K.C. (2000). TQM implementation: comparing Singapore’s service and manufacturing leaders. Managing Service Quality. 10: 318-331.
Zárraga-Rodríguez, M. e Alvarez, M. J. (2013). Exploring the links between information capability and the EFQM business excellence model: the case of Basque Country Quality award winners. Total Quality Management & Business Excellence. 24: 539-560.
Gestión de la calidad; Gestión de la Calidad Total;
interiorización; modelos de autoevaluación.
