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Language: search.filters.language.EnglishSubject: search.filters.subject.Quality management

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    ITSM model for very small organisation: An empirical validation
    (Institution of Engineering and Technologyjbristow@theiet.org, 2020-04-01)
    Nowadays, information technology services management (ITSM) has become strongly needed for every kind of organisations providing IT services for customers or for themselves. However, existing models (as CMMI-SVC, ITIL or ISO/IEC 20000) are strongly difficult to implement on very small organisations. The aim of this study is to validate an ITSM model specifically proposed for small organisations, the PCPS4SVC model. This model was developed considering the needs and constraints of small organisations and was verified against reference models using process mapping. In this study, the model was validated in three small enterprises, where it was tailored and implemented. As a result, the enterprises improved their IT services operation. Finally, it was determined than PCPS4SVC is a model easy-to-use and adequate for small enterprises.
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    Relationship between quality management practices, performance and maturity quality management, a contingency approach
    (American Society for Quality, 2020-01-01)
    Luis Alfredo Negron* Pontificia Universidad Catolica del Peru CENTRUM Catolica, Lima, Peru Luis Alfredo Negron is a senior lecturer in quality, business analytics, and operations management in CENTRUM Catolica Graduate Business School –Pontificia Universidad Catolica del Peru. He has extensive practical experience in the private sector in manager position and consulting services. His academic qualifications are a bachelor’s degree in industrial engineer, a master’s degree in business management, a master’s degree in philosophy (Maastricht School of Management) and a doctorate in business management conferred by Pontificia Universidad Catolica del Peru. Negron is a Senior member of ASQ and holds CQE and CSSBB certifications. His research interests include quality management, quality 4.0, six sigma, intelligence artificial and machine learning.Supplemental data for this article is available online at 10.1080/10686967.2020.1809582 CONTACT Luis Alfredo Negron lnegron@pucp.edu.pe Pontificia Universidad Catolica del Peru CENTRUM Catolica, Lima 33, Peru.AbstractQuality Management is a key element in the organization that allows for the improvement of operational performance, product quality and organizational performance. Likewise, evidence concluding that not all implementations of quality management system generate positive effects has been found, so it is necessary to introduce contingent variables in the studies that allow an understanding of the different situations that can define which variables are more relevant according to the studied contingency. In this sense Sfreddo et al. (2018) and Sousa and Voss (2002) propose to include the variable of quality maturity level as a contingency variable in order to determine which Quality Management practices (QM practices) are more relevant according to the level of maturity of the organizations, an issue that has been the basis for the development of other models of maturity in other fields of management. The result has demonstrated that the effects of benefits in the operative performance are presented in the levels of high maturity, in changes in the levels below these do not present a significant relation. This will allow the development of the basis for the elaboration of a quality management maturity model.
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    Quality in the supermarket sector in Peru
    (Inderscience Publishers, 2021-01-01)
    This research aims to analyse the supermarket companies in Peru that have implemented or not a quality management system (QMS), considering the total quality management (TQM) factors. The instrument includes four blocks (top management, supplier, process management and customer) and nine factors, as well as 35 variables based on a sample of 73 companies in the Peruvian supermarket sector. In this sector, companies with and without the quality management system did not have significant differences in the nine TQM factors. It is also analysed if ISO 9000:2015 principles are considered in the TQM factors and if the managers in the companies are doing what they are asked in the questionnaire. This study gives a new perception and new insights about the management of the supermarket sector in Peru in terms of quality and the important impact that this topic have in these companies. A more comprehensive exploration of supermarket's quality management in developing countries with a different perspective would be useful for enhancing the literature.
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