Soto, N., Ahmad, M., Arias, J., Seclén, E. (2019). Calidad en las municipalidades del Perú [Tesis, Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/14786
Soto, N., Ahmad, M., Arias, J., Seclén, E. Calidad en las municipalidades del Perú [Tesis]. PE: Pontificia Universidad Católica del Perú; 2019. http://hdl.handle.net/20.500.12404/14786
title = "Calidad en las municipalidades del Perú",
author = "Seclén Peralta, Elaine Gisselle",
publisher = "Pontificia Universidad Católica del Perú",
year = "2019"
This research is aimed to identify the level of compliance of the Total Quality Management (TQM) factors in the provincial and district municipalities of Peru. The study was designed with a quantitative and descriptive scope, focusing on measure quality through the following nine factors, which were proposed by Benzaquen (2013): (a) senior management, (b) quality planning (c) audit and quality assessment, (d) product design, (e) suppliers quality management, (f) process control and improvement, (g) education and training, (h) quality circles and (i) focus on customer satisfaction. There is a population of 1,838 municipalities in Peru, from which a probabilistic and random sample was selected, with a statistical error of 10%. In these institutions, researches addressed the questions to the person responsible for corporate image, to administrative manager or municipal manager. Data was collected using a questionnaire known as Total Quality Management, and then analyzed with statistical software SPSS version 22. The information collected allows to conclude that compliance with the factors of the quality is low, with values ranging from an average of 3.39 for the factor of quality circles and 3.83 for senior management factor, on a scale of the Likert from 1.0 to 5.0. The results shows that the level of quality differs between the different municipalities, finding how favorable the success of the municipalities in the long term is which should be continued, but what prevails is that municipalities do not provide education or training to staff in specific aspects of quality, there is not planning in the design of the products or services and they don’t use the benchmarking tool, among other aspects.
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