Motivaciones y resultados de las Normas de Aseguramiento de la Calidad: las Normas ISO 9000 y el sector financiero español
Motivaciones y resultados de las Normas de Aseguramiento de la Calidad: las Normas ISO 9000 y el sector financiero español
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La Normativa ISO 9000 es la norma de aseguramiento de la calidad más extendida tanto a nivel mundial como español, a pesar de que sus resultados no siempre son suficientemente satisfactorios. Los objetivos de este trabajo son, por un lado analizar las motivaciones de las empresas del sector financiero español para adherirse a las Normas ISO 9000, y por otro estudiar los beneficios derivados de su implantación, y su posible relación con el tipo de motivaciones para la misma. Para ello, se ha remitido un cuestionario a los directores de calidad de 52 bancos y cajas de ahorros, de cuyas respuestas se concluye que las entidades financieras españolas se adhieren a estas Normas tanto por motivos de tipo interno como externo. Sin embargo, en cuanto a los beneficios finalmente obtenidos al implantar dichas Normas, son algo más relevantes los de tipo interno, aunque también hay que destacar los beneficios externos relativos a la “gestión de la relación con la clientela”. Finalmente, se muestra que el predominio de motivaciones internas es un factor que puede favorecer la aparición de los resultados positivos citados.
Camilo Prado Roman is PhD in Business Economics in Rey Juan Carlos University (2009). Currently he is an Assistant Professor of Business Economics at Rey Juan Carlos University (URJC). Director of the Master of Advanced Management at URJC from 2010. Secretary-General of the European Academy of Management and
Business Economics (AEDEM) from 2011. Author / co-author of various articles and has participated in several research projects, all with regard to finance and quality management
Carlos del Castillo Peces, Ph.D. in Economics from the Rey Juan Carlos University. Currently is an Assistant Professor of Business Economics at the Rey Juan Carlos University, and Director of the Master of Marketing of that university. Author / co-author of various articles and has participated in several research projects, all with regard to financial sector and modern approaches to quality management and customer loyalty.
Carmelo Mercado Idoeta, Ph.D. from the Complutense University (1999). Currently is an Assistant Professor of Marketing and Market Research at the Rey Juan Carlos University, Director of the Department of Business Economics of that university, and Director of AEDEM-Virtual from 2011. Author / coauthor of various papers, he has also participated in several research projects in the field of financial marketing, and quality management.
José Alvarez García PhD in Direction and Planning of Tourism by the University of Vigo. Currently he is a professor and researcher at the University of Extremadura. Previously professor at the University of Vigo. Official University Master’s in Business Innovation and Entrepreneurship (University of Vigo) and Master MBA Executive of Business Administration & Management (Caixa Nova Business School). His main research topics are: Quality Management Systems, Q for Tourist Quality, Thermalism, health and wellness tourism, and WineTourism.
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Gestión de calidad, Normas de aseguramiento de la
calidad, Normativa ISO 9000, Sector financiero.
