Internal communication and participation in quality management systems diagnosis in two Colombian public organizations

This document addresses the diagnosis of the internal communication management versus its role to promote the participation of the servers in the implementation of the quality management systems of two public entities that implemented this management tool under the Norma Técnica de Calidad NTCGP 1000: 2009, which was created to comply with what was established in Law 872 of 2003, regarding the implementation of a Quality Management System applicable to the executive branch of public power and other Entities providing services, in the Colombian government sector. This article presents the results derived from the diagnosis developed to determine the role of internal communication as an essential part of the implementation process of the management systems in the two entities under study and their incidence in the participation of public servants in the Taking as its starting point the analysis of the practices, contents and developments of the communication in these two institutions, to determine their integration and alignment with the strategies and with the policy and quality objectives. For this purpose, internal communication was analyzed from its strategic, operative, cultural and learning dimensions and considering factors such as understanding, commitment, awareness, sense of belonging and incidence which, according to the theoretical referents adopted, constitute determinants to facilitate the participation of the employees within its organization and in its SGC. As a result of this research, we present the main conclusions about the description of internal communication dynamics found in the studied entities, the conclusions of the measurement aspects associated with the participation of public servants in the implementation of their systems Of quality management and in addition, the research instruments are presented as a contribution to the understanding of the communicative reality and its relation with the culture of quality, as well as bases for the presentation of methodological alternatives that facilitate the development of the systems of Quality management through the participation of public servants in the Colombian government sector

Diagnóstico de la comunicación interna y la participación en sistemas de gestión de la calidad en dos entidades del sector público colombiano

This document addresses the diagnosis of the internal communication management versus its role to promote the participation of the servers in the implementation of the quality management systems of two public entities that implemented this management tool under the Norma Técnica de Calidad NTCGP 1000: 2009, which was created to comply with what was established in Law 872 of 2003, regarding the implementation of a Quality Management System applicable to the executive branch of public power and other Entities providing services, in the Colombian government sector. This article presents the results derived from the diagnosis developed to determine the role of internal communication as an essential part of the implementation process of the management systems in the two entities under study and their incidence in the participation of public servants in the Taking as its starting point the analysis of the practices, contents and developments of the communication in these two institutions, to determine their integration and alignment with the strategies and with the policy and quality objectives. For this purpose, internal communication was analyzed from its strategic, operative, cultural and learning dimensions and considering factors such as understanding, commitment, awareness, sense of belonging and incidence which, according to the theoretical referents adopted, constitute determinants to facilitate the participation of the employees within its organization and in its SGC. As a result of this research, we present the main conclusions about the description of internal communication dynamics found in the studied entities, the conclusions of the measurement aspects associated with the participation of public servants in the implementation of their systems Of quality management and in addition, the research instruments are presented as a contribution to the understanding of the communicative reality and its relation with the culture of quality, as well as bases for the presentation of methodological alternatives that facilitate the development of the systems of Quality management through the participation of public servants in the Colombian government sector.Este documento aborda el diagnóstico de la gestión de  la comunicación interna frente a su papel para promover que los servidores participen en la implementación de los sistemas de gestión de la calidad en dos entidades públicas que usaron la Norma Técnica de Calidad y Gestión Pública (NTCGP) 1000:2009. Se presentan los resultados del diagnóstico elaborado para determinar el papel de la comunicación interna como parte esencial del proceso de implementación de los sistemas de gestión en las dos entidades objeto de estudio y su incidencia en la participación de los servidores públicos, tomando como punto de partida el análisis de las practicas, los contenidos y desarrollos de la comunicación en dichas instituciones; esto para determinar su integración y alineación con las estrategias, la política y los objetivos de calidad. Para ello la comunicación interna se analiza desde sus dimensiones estratégica, operativa, cultural y de aprendizaje, y considerando factores como la comprensión, el compromiso, la toma de conciencia, el sentido de pertenencia e incidencia. Como resultado se presentan las conclusiones sobre la descripción de las dinámicas de la comunicación interna encontradas en las entidades estudiadas y las de la medición de los aspectos asociados a la participación de los servidores públicos en la implantación de sus sistemas de gestión de calidad y además, los instrumentos de investigación, como aporte a la comprensión de la realidad comunicativa y su relación con la cultura de la calidad, así como bases para la presentación de alternativas metodológicas que faciliten el desarrollo de los sistemas de gestión de la calidad mediante la participación de los servidores públicos en el sector gubernamental colombiano