DESEMPEÑO EMPRESARIAL: HERRAMIENTAS CLAVE PARA SU IMPLEMENTACIÓN

Jesús Gerardo Cruz Álvarez

Resumen


Las organizaciones buscan enfrentar con estrategia los retos de competitividad que viven en el mundo globalizado; sin embargo la estrategia no siempre es clara y requiere decisiones sobre las prioridades en la organización. El objetivo de este estudio es explorar mediante un muestreo simple, cómo las empresas ganadoras del Premio Nuevo León a la Competitividad han logrado formular una estrategia de desempeño empresarial logrando mejorar el desempeño empresarial.


Palabras clave


La voz del cliente, excelencia de manufactura, productividad, desempeño empresarial.

Texto completo:

PDF

Referencias


Aburas, H. M. (2010). An integrated performance management framework for a multi-business company. South African Journal of Industrial Engineering, 21(1), 35–43.

Agus, A., & Hassan, Z. (2011). Enhancing production performance and customer performance through Total Quality Management (TQM): Strategies for competitive advantage. Procedia - Social and Behavioral Sciences, 24, 1650–1662.

Ahmad, M. F., Zakuan, N., Jusoh, A., & Takala, J. (2012). Relationship of TQM and Business Performance with Mediators of SPC, Lean Production and TPM. Procedia - Social and Behavioral Sciences, 65, 186–191.

Akbar, S., Som, A. P. M., Wadood, F., & Alzaidiyeen, N. J. (2010). Revitalization of service quality to gain customer satisfaction and loyalty. International Journal of Business and Management, 5(6), 113–123.

Alfalla Luque, R., Marín García, J. A., & Medina López, C. (2012). Is worker commitment necessary for achieving competitive advantage and customer satisfaction when companies use HRM and TQM practices? Universia Business Review, 36, 64–88.

Allah Mirghafoori, H., Morovvati Sharifabadi, A., & Taki, E. (2015). Analysis of the factors affecting customer satisfaction: customer relationship management approach using system dynamics model (Case study: mobarakeh steel complex). International Journal of Academic Research, 7(1), 579–584.

Bernardo, M. (2014). Integration of management systems as an innovation : a proposal for a new model. Journal of Cleaner Production, 82, 132–142.

Cruz Álvarez, J. G., Blanco Jimenez, M., & Monge Perry, C. (2014). Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente. INGENIARE, Universidad Libre-Barranquilla, (16), 127–142.

Cruz Álvarez, J. G., Fabián López, J., & Monge Perry, C. (2014). Total Quality Customer Satisfaction Model. CBU International Conference Proceedings, 2, 1–4.

Feizollahi, S., Shirmohammadi, A., & Latifian, B. (2013). The investigation of relationship between organization strategy, total quality management (TQM) and organization performance. Advances in Environmental Biology, 7(8), 1879–1885.

Jiménez, J. A., Jiménez, D., & Martínez, C. M. (2014). La gestión de calidad: importancia de la cultura organizativa para el desarrollo de variables intangibles. Revista Europea de Dirección Y Economía de La Empresa, 23(3), 115–126.

González, M. E., Quesada, G., Mueller, J., & Mueller, R. D. (2011). International business curriculum design : identifying the voice of the customer using QFD. Journal of International Education in Business, 4(1), 6–29.

Gutiérrez P. H., Gutiérrez G. P., Garibay L. C., & Díaz C.L. (2014). Análisis multivariado y QFD como herramientas para escuchar la voz del cliente y mejorar la calidad del servicio. Ingeniare. Revista Chilena de Ingeniería, 22(1), 62–73.

Khalid, S., Irshad, M. Z., & Mahmood, B. (2011). TQM Implementation in Textile Manufacturing Industry to Success: Review and Case Study. International Business Research.

Koc, T. (2011). The relationship between TQM and performance in small manufacturing enterprises : the mediation effect of failure. International Journal of Industrial Engineering, 18(4), 203–218.

Rahman, M. S., Khan, A. H., & Mahmudul Haque, M. (2012). A conceptual study on the relationship between service quality towards customer satisfaction: Servqual and Gronroos’s service quality model perspective. Asian Social Science, 8(13), 201–210.

Rajnoha, R., & Lorincová, S. (2015). Strategic Management of Business Performance Based on Innovations and Information Support in Specific Conditions of Slovakia. Journal of Competitiveness, 7(1), 3–21.

Sánchez G.I. (2011). Why some satisfied customers want to switch service providers? Universia Business Review, (31), 12–41.

Smith, R. A., Bester, A., & Moll, M. (2014). Quantifying Quality Management System Performance in order to improve business performance. South African Journal of Industrial Engineering, 25(2), 75–95.

Yong L.S., Luen W. K., & Chye L.T. (2014). A literature review and proposed framework: TQM, market orientation and performance of service organizations. International Journal of Academic Research, 6(3), 106–111.

Zehir, C.E. Zehir, Ö. G. & Müceldilli, B. (2012). Total Quality Management Practices’ Effects on Quality Performance and Innovative Performance. Procedia - Social and Behavioral Sciences, 41, 273–280.


Enlaces refback

  • No hay ningún enlace refback.


Licencia de Creative Commons
Este obra está bajo una licencia de Creative Commons Reconocimiento-NoComercial 4.0 Internacional.