Communications at congresses:
Efecto Dinamizador de la Satisfacción del Cliente Interno y la Gestión del Conocimiento sobre la Relación Existente entre el Sistema de Gestión de la Calidad y el Desempeño Organizacional.
Year:2012
Research Areas
- Engineering,
- Economy,
- Knowledge economy
Information
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Abstract
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| Quality Management System (QMS) has achieved a leading position over Organizational Performance (OP). This relation could be enhanced through the contribution action of the Knowledge Management (KM) and the Internal Customer Satisfaction (ICS) of the organizations. This study analyzes the relation between the QMS and the OP, as well as the effects that the KM and the ICS have over OP. The study is correlational-causal, non-experimental, transversal and ex post-facto. The target population was 369 oil workers from the area of quality department, who participated in a conference about this theme, carried out in 2011. The probabilistic sample was obtained after applying a structured questionnaire. The questionnaire was validated through expert analysis methods and a pilot test, achieving a reliability of 0,942%. The data were processed and analyzed with multivariant techniques, using the SPSS v. 19 and SAS v. 9.2. The results 10th Latin American and Caribbean Conference for Engineering and Technology Panama City, Panama July 23-27, 2012 2 indicate/show that QMS, KM and ICS, are key elements that ensure improvements of the organizational results in the oil industry Keywords: Quality, Organizational Performance, Internal Customer Satisfaction, Knowledge Management, Oil Industry. | |
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International
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Si |
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Congress
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Tenth LACCEI Latin American and Caribbean Conference (LACCEI?2012) |
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960 |
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Place
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Panamá City |
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Reviewers
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Si |
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ISBN/ISSN
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978-0-9822896-5-5 |
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Start Date
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23/07/2012 |
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End Date
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27/07/2012 |
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From page
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1 |
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To page
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10 |
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Megaprojects: Building Infrastructure by fostering engineering collaboration, efficient and effective integration and innovative planning |
Open Access publication
Participants
- Autor: Moises Enrique Martinez Soto UPM
- Autor: Carlos Rodriguez Monroy UPM
- Autor: ANNE TERESA MORRIS DIAZ UPM
- Autor: ANTONIO VIZAN UPM
- Autor: MARCELO GIL ARAUJO UNIV DEL ZULIA
Research Group, Departaments and Institutes related
- Creador: Grupo de Investigación: Ingeniería de la Calidad Alimentaria
- Departamento: Ingeniería de Organización, Administración de Empresas y Estadística