Bibliographic citations
Morales, Á., Soto, D., Mosquera, J., Barbachan, A. (2019). Calidad en las instituciones y empresas del sector de servicios públicos del gobierno central en el departamento de Lima [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/14718
Morales, Á., Soto, D., Mosquera, J., Barbachan, A. Calidad en las instituciones y empresas del sector de servicios públicos del gobierno central en el departamento de Lima []. PE: Pontificia Universidad Católica del Perú; 2019. http://hdl.handle.net/20.500.12404/14718
@mastersthesis{sunedu/2665637,
title = "Calidad en las instituciones y empresas del sector de servicios públicos del gobierno central en el departamento de Lima",
author = "Barbachan Bazán, Alejandra",
publisher = "Pontificia Universidad Católica del Perú",
year = "2019"
}
The modernization of Public Management is a process that seeks to respond tomeet news needsasdemanded bycitizens and companies in generalfor iturgently neededa modern,fast and efficient State. Advances in the field of state reform and modernization of public administration are still a work in progress; In addition to the lack of a comprehensive and systemic quality policy in the country and functioning as an articulated system are therefore among other factors, the causes of which few companies in the Utilities Sector Central Government in the Department of Lima have a Quality Management System. This study aims to identify if companies Public Sector Central Government in the department of Lima that have a Quality Management System (QMS) have a higher level of quality compared to those without a QMS. So we proceeded with the investigation, considering a population of 158 business units from which we obtained a sample of 79 companies in this sector, identifying that only 19% of them have a QMS.In addition to designing and using a survey instrument based on TQM proposed by Benzaquen (2013). The scheme of work developed in this thesis, is reflected in the following: general information search, study and choice of model of quality measurement services, collection of information through surveys sent to all the people of this area, tabulation and analysis of results, analysis and comparison of the nine factors of quality and elaboration of the conclusions and recommendations. Resulting in significant differences in the nine factors of quality in both samples, confirming the hypothesis in this study. With these results will be released to institutions and companies the impact generated by having or not having QMS and how to generate added value in all their service processes to have these types of tools.
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