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Author: search.filters.author.Jorge BenzaquenSubject: search.filters.subject.Developing country

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    Total quality management in Peruvian goods companies during the COVID-19 pandemic
    (Emerald Publishing Limited, 2022-06-02)
    Purpose The aim of this research is to empirically assess the nine dimensions of the Total Quality Management (TQM) model, which have been categorized into four blocks: the top management block, the supplier block, the process management block and the customer block. The nine dimensions represent key strategic activities of company performance. A comparative analysis of companies with ISO 9001 certification and those without certification in a developing country during the COVID-19 pandemic is carried out. Design/methodology/approach A survey was administered to the management of 259 Peruvian goods companies (in the mining, repair and manufacturing sectors) during the COVID-19 pandemic. The survey consisted of 35 Likert-scale items, which were grouped into the following nine TQM dimensions: Top management (leadership), quality planning, quality audit and assessment, product design, suppliers' quality management, process control and improvement, education and training, quality circles and focus on customer satisfaction. Then, Cronbach's alpha, the Kolmogorov–Smirnov test, the Mann–Whitney U test and means were computed for each of the dimensions. This analysis made it possible to estimate significant differences between ISO 9001 certified and non-certified goods companies in terms of the dimensions. Findings The results showed that, for ISO 9001 certified companies, the averages for all of the dimensions were significantly different from those of non-certified companies, except for the education and training dimension. ISO 9001 certified companies scored higher than non-certified companies in the TQM dimensions. For both certified and non-certified companies, the leadership dimension had the highest average and the quality circles dimension had the lowest average. Originality/value This study addresses two main gaps highlighted in the research on quality management: the application of Quality Management Systems (QMS) in developing countries like Peru, and the impact of ISO 9001 on the performance of goods companies during the COVID-19 pandemic.
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    QMS and biosecurity measures in Peruvian services companies during the COVID-19 pandemic
    (Inderscience Publishers, 2025-01-01)
    This research presents the results of a comparative analysis related to the adoption of measures to prevent and control the spread of the COVID-19 pandemic between services companies with/without ISO 9001 quality management systems (QMSs). For this purpose, an empirical study was conducted with a sample of 648 Peruvian services companies. Data were collected using questionnaires based on four measures against COVID-19: preventive actions, protocols, biosecurity processes and risk management. Descriptive and inferential techniques were implemented to analyse the data. The study found that companies with ISO 9001 scored higher than non-certified companies in the implementation of the four analysed measures against COVID-19. However, these differences were not significant in the case of protocols and risk management. Overall, this study empirically assessed the importance of having a QMS to meet more quickly and effectively government requirements during contingencies such as a global health crisis.
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