Quality management in small and medium-sized enterprises in Pasco, Peru

Aguado Lingan A.M.; García Bravo B.; Malpartida Gutiérrez J.N.; Garivay Torres De Salinas F.M. · Revista Venezolana de Gerencia (2022) · DOI: 10.52080/rvgluz.27.7.46

Resumen

Organizations today need to offer high-quality products and services in order to stay competitive in today’s dynamic and changing marketplace. For this, quality management becomes a key element of all organizational management, involving all the actors that are part of the start-up of products or services in the quality construction process. The objective of the work is to identify quality management parameters in small and medium-sized companies in Pasco, Peru. A survey was applied to 10 SMEs in the construction sector. Elements related to customer expectations, quality as a process, the organization’s participation, leadership, service provision and organizational performance were addressed. The investigation showed that SMEs are faced with various limitations that make it difficult to implement various elements of quality management, however, some important strategies are developed in order to achieve the objectives set in the area.

Instituciones: Universidad Nacional del Callao; Universidad César Vallejo; Universidad Privada del Norte