GESTIÓN DE LA CALIDAD: ELEMENTO CLAVE PARA EL DESARROLLO DE LAS ORGANIZACIONES

Abstract

Quality management is today a strategy to boost business competitiveness that allows, from a comprehensive perspective, to observe the organization as a set of interrelated processes whose ultimate goal is, among others, to achieve customer satisfaction. This article explores some concepts about quality, the most used measurement models and their applicability in service companies. The purpose is to analyze how quality management can be used, independently of the sector, as a key element for the development of the organizations. The methodology is based on a reflexive process in light of the most relevant theories exposed in the academic literature. The conclusions indicate that quality management serves as a vehicle to achieve competitive advantages, efficiency and productivity through the cycle of continuous improvement.

Keywords

• knowledge
• management
• measurement models
• process
• quality
• strategy