Grado de utilización de las herramientas de calidad en el sector de alojamiento turístico español

  1. Álvarez García, José
  2. Fraiz Brea, José Antonio
  3. del Río Rama, María de la Cruz
Revista:
Pasos: Revista de Turismo y Patrimonio Cultural

ISSN: 1695-7121

Ano de publicación: 2012

Volume: 10

Número: 5

Páxinas: 495-510

Tipo: Artigo

DOI: 10.25145/J.PASOS.2012.10.065 DIALNET GOOGLE SCHOLAR lock_openAcceso aberto editor

Outras publicacións en: Pasos: Revista de Turismo y Patrimonio Cultural

Obxectivos de Desenvolvemento Sustentable

Resumo

Las herramientas y técnicas de calidad constituyen la dimensión operativa necesaria para apoyar la implantación de los principios de Gestión de la Calidad Total y la puesta en marcha de los procesos de mejora continua de la calidad en las empresas. El objetivo de este artículo es analizar el grado de utilización de las herramientas y técnicas de calidad por las empresas del sector turístico. La metodología empleada consiste en un análisis descriptivo de las herramientas para investigar su nivel de uso, y con la finalidad de comprobar si existen diferencias en la utilización de las mismas según el tamaño de las empresas y el subsector de pertenencia utilizamos la herramienta estadística, tablas de contingencia. Por último, llevamos a cabo un análisis factorial para determinar la estructura de las herramientas y técnicas de calidad. El estudio empírico fue llevado a cabo en 186 empresas de alojamiento turístico en España certificadas con la marca “Q de Calidad Turística”. Los resultados obtenidos ponen de manifiesto que las herramientas más utilizadas son la encuesta de satisfacción a los clientes, las auditorías internas, y el sistema de sugerencias.

Referencias bibliográficas

  • Adams, A. B. J. y Dale, B. G. 2001 “The use of quality management tools and techniques: a study in plastic injection moulding manufacture”. Proceedings of the Institution of Mechanical Engineers Part B, Journal of Engineering Manufacture, 215 (6): 847-855.
  • Ahmed, S. y Hassan, M, 2003 “Survey and case investigations on application of quality management tools and techniques in SMIs”. International Journal of Quality & Reliability Management, 20 (7): 795-826.
  • Arneson, T.; Rys, M. y Mccahon, C. 1996 A guide to the selection of appropriate quality improvement tools. Proceeding of the 1st Annual International Conference on Industrial Engineering Applications and Practice, Huston, Texas.
  • Bamford, D. R. y Greatbanks, R. W. 2005 “The use of quality management tools and techniques: a study of application in everyday situations”. International Journal of Quality & Reliability Management, 22 (4): 376-392.
  • Barnett, W.D. y Raja, M.K. 1995 “Application of QFD to the software development process”. The International Journal of Quality & Reliability Management, 12 (6): 24-42.
  • Besterfield, D.; Besterfield-Michna, C.; Besterfield, G. y Besterfield-Sacre, M. 1999 Total Quality Management, Prentice-Hall, New Jersey, USA.
  • Black, S. y Porter, L.J. 1995 “An empirical model for total quality management”. Total Quality Management, 6 (2):149-164.
  • Boaden, R.J. 1997 “What is Total Quality Management, and does it Matter?”. Total Quality Management, 8 (4): 153-171.
  • Bowen, D.E. y Lawler Iii, E.E. 1992 “The empowerment of service workers: what, why, how and when”. Sloan Management Review, 33 (3):. 31-39.
  • Bunney, H.S. y Dale, B.G. 1997 “The implementation of quality management tools and techniques: a study”. The TQM Magazine, 9.(3): 183-189.
  • Camisón, C.; Cruz, S. y González, T. 2007 Gestión de la calidad: conceptos, enfoques y sistemas. Madrid: Pearson – Prentice Hall. Madrid.
  • Casadesús, M.; Marimon, F. y Alonso, M. 2010 “The future of standardised quality management in tourism: evidence from the Spanish tourist sector”. The Service Industries Journal, 30 (14): 2457-2474.
  • Conger, J.A. y Kanungo, R.N. 1988 “The empowerment process: integrating theory and practice”. Academy of Management Review, 13 (3): 471-482.
  • Dean, J.W. y Evans, J.R. 1994 Total Quality Management, organization and srategy. West Publishing, Sr. Paul MN.
  • Dean, J.W. y Bowen, D.E. 1994 “Management Theory and Total Quality: Improving Research and Practice Through Theory Development”. Academy of Management Revie, 19 (3): 392-418.
  • Dale, B.G. 1999 Managing Quality. Blackwell Business, Oxford.
  • Dale, B. y McQuater, R. 1998 Managing Business Improvement and Quality: implementing Key Tools and Techniques. Blackwell Business, Oxford.
  • Dale B.G. y Shaw P. 1991 “Statistical Process Control: An Examination of Some Common Queries”. International Journal of Production Economics, 22 (1): 33-41.
  • Dale, B.G.; Boaden, R.J.; Wilcox, M. y Mcquarter, R.E. 1997 “Sustaining total quality management: what are the key issues”. The TQM Magazine, 9 (5): 372-380.
  • Dale, B. G.; Van Der Wiele, T. y Van Iwaarden, J. 2007 Managing quality. 5.a ed., Blackwell Publishing, UK.
  • Dotchin, J.A. y Oakland, J.S. 1992 “Theories and Concepts in Total Quality Management”. Total Quality Management, 3, (2): 133-145.
  • Eccles, T. 1993 “The deceptive allure of empowerment”. Long Range Planning, 26, No. 6, pp. 13-21.
  • Evans, J. y Linsay, W. 1999 La Gerencia y el Control de la Calidad. Cincinnati – USA: South-Western College Publishing
  • Fotopoulos, C. y Psomas, E. 2009 “The impact of “soft” and “hard” TQM elements on quality management results”. International Journal of Quality & Reliability Management, 26 (2): 150-163.
  • Goetsch, D.L. y Davis, S.B. 1997 Introduction to Total Quality, quality management for production, processing and services. Prentice Hall, New Jersey.
  • Greene, R. 1993 Global Quality: A Synthesis of the World’s Best Management Models. American Society for Quality Control Press, Milwaukee, WI.
  • Handfield R.; Jayaram J.; Ghosh S. 1999 “An empirical examination of quality tool deployment patterns and their impact on performance”. International Journal of Production Research, 37 (6): 1403-1426.
  • Harrington, D. y Akehurst, G. 1996 “Service quality and business performance in the UK hotel industry”. International Journal of Hospitality Management, 15(3): 283-298.
  • He, Z.; Staples, G.; Ross, M. y Court, I. 1996 “Fourteen Japanese quality tools in software process improvement”. The TQM Magazine, 8 (4): 40-44.
  • Hellsten, U. y Klefsjö, B. 2000 “TQM as a management system consisting of values, techniques and tools”. The TQM Magazine, (14): 238-244.
  • Heras, I.; Marimon, F. E. y Casadesús, M. 2009 “Impacto competitivo de las herramientas para la gestión de la calidad”. Cuadernos de Economía y Dirección de la Empresa, (4): 7-36.
  • Imai, M. 1986 Kaizen: the key to Japan´s competitive success. Random House, Nueva York. Edición Española: KAIZEN, la clave de la ventaja competitiva japonesa. Compañía Editorial Continental S.A. (CECSA), México, 1991.
  • Imai, M. 1987 Kaizen, Random House, New York [vc. 1989): Kaizen: La Clave de la Ventaja Competitiva Japonesa, CECSA, México].
  • Ishikawa, K. 1985 Guía de control de la calidad. UNIPUB. Madrid.
  • Ishikawa, K. 1990 Introduction to Quality Control. 3 ed. Trad. John H. Loftus. Tokyo, 3A Corporation.
  • Jackson, S. 2001 “Successfully implementing total quality management tools within healthcare: what are the key actions?”. International Journal of Health Care Quality Assurance, 14 (4): 157-163.
  • Juran, J.M. y Gryna, F.M. 1988 Juran’s Quality Control Handbook. New York, McGraw-Hill.
  • Kinnear, T.C. y Taylor, J.R. 1995 Investigación de Mercados. Un enfoque aplicado. Colombia: McGrawHill, 4ª ed., 1993.
  • Korukonda, A.P.; Watson, J.G. y Rajkumar, T.M. 1999 “Beyond Teams and Empowerment: A Counterpoint to Two Common Precepts in TQM”. S.A.M. Advanced Management Journal, 64 (1): 29-36.
  • Lambin, J. 1990 Marketing Estratégico. Editorial McGraw Hill Iberoaméricana Editores, S.A.
  • Mann, R. y Keoe, D. 1994 “An Evaluation of the Effects of Quality Improvement Activities on Business Performance”, International Journal of Quality & Reliability Management, 11 (4): 29-44.
  • Marsh, J. 1993 The Quality Toolkit. IFS, Bedford, UK..
  • McConnell, J. 1989 The Seven Tools of TQC. 3rd ed., The Delaware Group, Manly Vale.
  • McQuater, R.E.; Scurr, C.H.; Dale, B.G. y Hillman, P.G. 1995 “Using quality tools and techniques successfully”. The TQM Magazine, 7 (6): 37-42.
  • Morris, D.S. y Haigh, R.H. 1996 “Empowerment: an endeavour to explain an enigma”. Total Quality Management, (7): 323-30.
  • Mizuno, S. 1988 Company-wide Total Quality Control. Quality Resources and Asian Productivity Organization, White Plains, NY.
  • Randolph, W.A. 1995 “Empowerment is not about increasing the power of employees”. Harvard Business Review, 73 (1): 30-31.
  • Shingo, S. 1981 Study of the Toyota Production Systems. Japan Management Association, Tokio. Edición posterior de 1989 por Productivity Prexx, Cambridge. Shingo, S. 1985 A Revolution in Manufacturing : TheSMED System. Cambridge MA: Productivity Press. Edición española: Una revolucion en la produccion: el sistema SMED. Tecnologias de Gerencia y Producción, Madrid, 1990.
  • Shingo, S. 1986 Zero Quality Control: Source Inspection and the Poka-Yoke System. A.P. Dillon Productivity Press, Portland, Oregon.
  • Spring, M.; Mcquarter, R.; Swift, K.; Dale, B. y Booker, J. 1998 “The use of quality tools and techniques in product introduction: an assessment methodology”. The TQM Magazine, 1 (1): 45-50.
  • Stephens, B. 1997 “Implementation of ISO 9000 or Ford’s Q1 award: effects on organizational knowledge and application of TQM principles and quality tools”. The TQM Magazine, 9 (3): 190-200.
  • Tarí, J.J. 2005 “Components of successful total quality management”. The TQM Magazine¸ 17 (2):182- 194.
  • Tarí, J. y Sabater, V. 2004 “Quality tools and techniques: are they necessary for quality management?”. International Journal of Production Economics, (92): 267-280.
  • Taguchi, G. 1981 On-line Quality Control during Production. Japanese Standards Association, Tokio.
  • Taguchi, G. 1986 Introduction to Quality Engineering: Designing quality into products and processes. Asian Productivity Organization, Nueva York.
  • Terziovski, M y Sohal, A.S. 2000 “The adoption of continuous improvement and innovation strategies in Australian manufacturing firms”. Technovation, (20): 539-550.
  • Wellins, R.; Byham, W. y Wilson, J.M. 1991 Empowerment teams: Creating self-directed work groups that improve quality, productivity and participation. Jossey-Bass, San Francisco, CA.
  • Wilkinson, A. 1992 “The other side of quality: soft issues and the human resource dimension”. Total Quality Management, 3 (3): 323-329.
  • Wilkinson, A., Redman, T., Snape, E. Y Marchington, M. 1998 Managing with Total Quality Management. Theory and Practice. MacMillan, Nueva York, Hong Kong.
  • Zairi, M y Thiagarajan, T. 1997 “A review of total quality management in practice: understanding the fundamentals through examples of best practice applications – Part III”. The TQM Magazine, 9 (6): 414-417.
  • Zairi, M. y Youssef, M.A. 1995 “Quality function deployment”. The International Journal of Quality & Reliability Management, 12 (6): 9-23.
  • Yeh-Yun Lin, C. 1998 “Success factors of small and medium-sized enterprises in Taiwan: and analysis of cases”. Journal of Small Business Management, 36 (4): 43-56.
Fonte de datos: Dialnet