Awareness associated to quality management system in three Colombian´s public organizations of the public sector

Abstract

Quality management systems are tools that enable organizations to improve the services and user satisfaction; to achieve this requires people should be aware of their contribution to achieving the quality goals, but this aspect has been little studied. This research analyzes the people awareness about the quality management system in three Secretaries of Education of Cundinamarca. A joint study involving the perception of people awareness about the quality management system and assesses the level of management maturity through the self-assessment proposed in the technical standard NTC ISO 9004:2010 is performed. Eighteen semistructured people interviews, processed through the software ATLAS Ti, using the strategy of content analysis were conducted. It is concluded that the main causes of the lack of awareness of staff in Secretaries are inadequate planning, lack of leadership, staff skills, communication failures and an organizational culture not focused on quality.

Keywords

• calidad
• cultura organizacional
• sistema de gestión de la calidad
• toma de conciencia