Awareness associated to quality management system in three Colombian´s public organizations of the public sector

Quality management systems are tools that enable organizations to improve the services and user satisfaction; to achieve this requires people should be aware of their contribution to achieving the quality goals, but this aspect has been little studied. This research analyzes the people awareness about the quality management system in three Secretaries of Education of Cundinamarca. A joint study involving the perception of people awareness about the quality management system and assesses the level of management maturity through the self-assessment proposed in the technical standard NTC ISO 9004:2010 is performed. Eighteen semistructured people interviews, processed through the software ATLAS Ti, using the strategy of content analysis were conducted. It is concluded that the main causes of the lack of awareness of staff in Secretaries are inadequate planning, lack of leadership, staff skills, communication failures and an organizational culture not focused on quality

La toma de conciencia del personal frente al sistema de gestión de la calidad en tres organizaciones del sector público colombiano

Quality management systems are tools that enable organizations to improve the services and user satisfaction; to achieve this requires people should be aware of their contribution to achieving the quality goals, but this aspect has been little studied. This research analyzes the people awareness about the quality management system in three Secretaries of Education of Cundinamarca. A joint study involving the perception of people awareness about the quality management system and assesses the level of management maturity through the self-assessment proposed in the technical standard NTC ISO 9004:2010 is performed.Eighteen semistructured people interviews, processed through the software ATLAS Ti, using the strategy of content analysis were conducted. It is concluded that the main causes of the lack of awareness of staff in Secretaries are inadequate planning, lack of leadership, staff skills, communication failures and an organizational culture not focused on quality.Los sistemas de gestión de la calidad son instrumentos que permiten a las organizaciones mejorar la prestación de los servicios y la satisfacción de los usuarios; para lograrlo, se requiere que las personas tomen conciencia sobre su contribución al logro de los objetivos de la calidad, sin embargo, este aspecto ha sido poco estudiado. Esta investigación analiza la toma de conciencia por parte del personal frente al sistema de gestión de la calidad en tres Secretarías de Educación de Cundinamarca. Se realiza un estudio mixto que incluye la percepción del personal sobre la toma de conciencia frente al sistema de gestión de la calidad y se evalúa el nivel de madurez de la gestión por medio de la guía de autoevaluación propuesta en la norma técnica NTC ISO 9004:2010. Se efectuaron 18 entrevistas semiestructuradas al personal, procesadas por medio del software ATLAS Ti, usando la estrategia de análisis de contenido. Se concluye que las principales causas de la falta de toma de conciencia del personal en las Secretarías de Educación son la inadecuada planificación, la falta de liderazgo, las competencias del personal, las fallas en la comunicación y una cultura organizacional no orientada a la calidad