ISBN
979-13-87631-32-1
Fecha de publicación
27-12-2024
Licencia
D. R. © copyright 2023. Jimmy Félix Armenta, Aida Alvarado Borrego y Lizbeth Félix Miranda
Moisés Alejandro Alarcón Osuna
Universidad de Guadalajara
0000-0003-3713-0565
Acerca de
Fulfilling characteristics and requirements in products and services that provide quality, is one of the most important features that business pursuit in an adequate manner to accomplish customer satisfaction. In this sense, achieving quality in a product or service is the reason why Quality Management (QM) have been applied and improved to ensure this feature and, at the same time, succeed customer satisfaction. Many QM systems, models and practices have been created and adapted to help business to manage, assure and improve quality such the ISO 9001 standard, Total Quality Management (TQM), Six Sigma (SS), Lean Manufacturing (LM), Lean Six Sigma (LSS), The Malcolm Baldrige National Award (MBNQA), European Foundation for Quality Management (EFQM), Good Manufacture Practices among others.
Literature suggests that QM practice is essential to support business performance (Al Kurdi et al., 2020; Claire Waithera & Lawrence, 2024; Flynn et al., 1995; Fonseca et al., 2021; Gallego & Gutiérrez, 2017; Ismail Salaheldin, 2009; Keinan & Karugu, 2018; Mahajan et al., 2024; Parvadavardini et al., 2016; Phan et al., 2011; Pozzi et al., 2023; Sadikoglu & Olcay, 2014; Tornjanski et al., 2017; Vashishth et al., 2024; Wessel & Burcher, 2004), providing a range of benefits for improvement; consequently, it has a positive effect on organizations (Garza-Reyes et al., 2015).
QM practices create advantages in essential operational factors such quality, productivity, logistics, customer satisfaction, work environment among others related to business performance. For example, Flynn et al., (1994) defined QM as an integrated approach to achieving a sustain-able high-quality output, focusing on the maintenance and continuous improvement of processes and defect prevention in order to meet or exceed customer expectations.
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