El fenómeno de la ISO 9001 ha venido ganando relevancia a nivel internacional para los
directivos, al ser un requisito indispensable para que las organizaciones puedan realizar
transacciones en el mercado global. Esta investigación busca determinar la relación positiva
entre la norma ISO 9001 y la gestión de la calidad total o TQM (Total Quality Management).
En la presente investigación cuantitativa, realizada en la ciudad de Lima a las medianas y
grandes empresas del sector metalmecánica, se empleó el modelo de los nueve factores del
TQM (Benzaquen, 2013) con el objetivo de comparar entre las empresas certificadas con ISO
9001 y aquellas no certificadas el nivel de calidad en las organizaciones. El estudio se llevó a
cabo utilizando una muestra de ochenta y siete empresas metalmecánicas entre medianas y
grandes ubicadas en el Departamento de Lima. La investigación muestra evidencia empírica
de la relación positiva existente entre la ISO 9001 y la gestión de la calidad total en la
muestra, a través de la existencia de la relación de los factores escogidos para medir el TQM
con los principios de la norma ISO9001:2005. / The phenomenon of ISO 9001 has gained international relevance for managers, being a
prerequisite for organizations to conduct transactions in the global market. This research
seeks to determine the positive relationship between ISO 9001 and total quality management
or TQM (Total Quality Management), and that seeks to confirm what is claimed by several
authors, that ISO 9001 should not only be seen as a requirement to improve the image of
business, but as a good first step to achieve continuous improvement or total quality
management in organizations.
In this quantitative study, conducted in the city of Lima to medium and large companies in
the metalworking sector, the model of the nine factors of TQM (Benzaquen, 2013) in order to
compare between companies certified with ISO 9001 and those employed uncertified the
level of quality in organizations. The study was conducted using a stratified random sample
of eighty-seven metalworking companies in the Department of Lima. The research presents
empirical evidence on the positive relationship between ISO 9001 and total quality
management in the sample, through the existence of the relationship of the factors chosen for
measuring TQM with the principles of ISO9001: 2005.
| Identifer | oai:union.ndltd.org:PUCP/oai:tesis.pucp.edu.pe:20.500.12404/14889 |
| Date | 02 September 2019 |
| Creators | Donozo Salazar, Evelyn, Santa María Norabuena, Alberto Rafael |
| Contributors | Marquina Feldman, Percy Samoel |
| Publisher | Pontificia Universidad Católica del Perú, PE |
| Source Sets | Pontificia Universidad Católica del Perú |
| Language | Spanish |
| Detected Language | Spanish |
| Type | info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess, http://creativecommons.org/licenses/by-nc-nd/2.5/pe/ |
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