Enfoques de estudio y modelos de investigación sobre calidad y resultados: una revisión crítica
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Publicado
18-09-2018
Luz María Marín Vinuesa
Resumen
El presente estudio sintetiza las contribuciones realizadas en la investigación sobre la calidad y su relación con los resultados. La revisión se lleva a cabo considerando la variada casuística que se ha utilizado en el diseño de los trabajos analizados, desde distintas medidas para reflejar la gestión de la calidad o los resultados conseguidos por la empresa, hasta el diferente modelo de investigación propuesto. Centrando nuestra atención en los estudios sobre las relaciones entre TQM y resultado financiero, consideramos que el diseño de modelos de análisis que incorporen y combinen tanto medidas subjetivas como objetivas del rendimiento empresarial, ayudaría a entender la diversidad de resultados obtenidos en esta línea de investigación.
Cómo citar
Marín Vinuesa, L. M. (2018). Enfoques de estudio y modelos de investigación sobre calidad y resultados: una revisión crítica. Cuadernos De Gestión, 9(2), 89–110. https://doi.org/10.5295/cdg.19103lm
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Keywords
Gestión de la calidad, TQM, resultado financiero, modelos de investigación
References
ADAM, Jr. E.E.; CORBETT, L.M.; FLORES, B.E.; HARRISON, N.J.; LEE, T.S.; RHO, B.H.; RIBERA, J. SAMSON,D. y WESTBROOK, R. (1997): «An international study of quality improvement approach and firm performance», International Journal of Operations and Production Management, Vol. 17, pp. 112-132.
AHIRE, S.L.; Y O´SHAUGHNESSY, K.C. (1998): «The role of top management commitment in quality management: an empirical analysis of the auto parts industry» International Journal of Quality Science, Vol. 3, No. 1, pp. 5-37.
AHIRE, S.; GOLHAR, D. y WALLER, M. (1996): «Development and Validation of TQM Implementation Constructs», Decision Sciences, Vol. 27, No. 1, pp. 23-56.
ANDERSON, J.C.; RUNGTUSANATHAM, M.; SCHROEDER, R.G. y DEVARAJ, S. (1995): «A path analytic model of a theory of quality management underlying the Deming management method: preliminary empirical findings», Decision Sciences, Vol. 26, No. 5, September/October, pp. 637-658.
ARANA, G. y LÓPEZ F. (2002): «ISO 9000 y Rentabilidad Empresarial: un Estudio Empírico en las Empresas Vascas». II Conferencia de Ingeniería de Organización. Vigo, 5-6 Septiembre.
ARANA, G.; HERAS, I.; OCHOA, C. y ANDONEGI, J.M. (2004): «Incidencia de la gestión de la calidad en los resultados de las empresas: un estudio para el caso de las empresas vascas». Revista de Dirección y Administración de Empresas. No. 11, marzo, pp. 131-159.
BUZZELL, D. y GALE, B.T. (1987): The PIMS Principles: Linking Strategy to Performance, New York: Free Press.
BUZZELL, R.D. y WIESERMA, F.D. (1981): «Succesful Share-Building Strategies». Harvard Business Review, Vol. 59, No. 1, pp. 135-144.
CHAPMAN, R.L.; MURRAY, P.C. y MELLOR, R. (1997): « Strategic quality management and financial performance indicators». International Journal of Quality & Reliability Management, Vol. 14, No. 4, pp. 432-448.
CHENHALL, R. H. (1997): «Reliance on manufacturing performance measures, Total Quality Management and Organizational performance», Management Accounting Research, Vol. 8, pp. 187-206.
CHOI, T.Y.; y EBOCH, K. (1998): «The TQM paradox: relations among TQM practices, plant performance, and customer satisfaction», Journal of Operations Management, Vol. 17, pp. 59-75.
CLAVER-CORTÉS, E.; PEREIRA-MOLINER, J.; TARÍ, J.J. y MOLINA-AZORÍN, J.F. (2008): «TQM, Managerial factors and performance in the Spanish hotel industry», Industrial Management & data Systems, Vol. 108, No. 2, pp. 228-244.
CORBETT, C.J.; MONTES-SANCHO, M.J. y KIRSH, D. (2005): «The financial impact of ISO 9000 Certification in the United States: An empirical Analysis», Management Sciences, Vol. 51, No. 7, pp. 1046-1059.
DAS, A.; HANDFIELD, R.B.; CALANTONE, R.J. y GHOSH, S. (2000): «A contingency view of quality Management: the impact of international competition on quality», Decision Sciences, Vol. 31, pp. 649-690.
DICK, G.P.M.; HERAS, I. Y CASADESÚS, M. (2008): «Shedding light on causation between ISO 9001 and improved business performance», International Journal of Operations & Production Management, Vol. 28, No. 7, pp. 687-708.
DOUGLAS, T.J. y JUDGE, Jr. W.Q. (2001): «Total quality Management implementation and competitive advantage: the role of structural control and exploration», Academy of Management Journal, Vol. 44, pp. 158-169.
DOW, D.; SAMSON, D. y FORD, S. (1999): «Exploding the myth: do all quality management practices contribute to superior quality performance?, Production and Operations Management, Vol. 8, pp. 1-27.
EASTON, G.S. y JARRELL, S.L. (1998): «The effects of Total Quality Management on corporate performance: an empirical investigation». Journal of Bussines, Vol.71, No. 2, pp. 253-307.
FLYNN, B.; SCHROEDER, R. y SAKAKIBARA, S. (1995): «The impact of quality management practices on performance and competitive advantage», Decision Sciences, Vol. 26, No. 5, pp. 659-691.
FORZA, C. y FLIPPINI, R. (1998): «TQM impact on quality conformance and customer satisfaction: a causal model», International Journal of Production Economics, Vol. 55, pp. 1-20.
GRANDZOL, J.R. y GERSHON, M. (1998): «A survey instrument for standardizing TQM modeling research», International Journal of Quality Science, Vol 3, No. 1, pp. 80-105.
HARDIE, N. (1998): «The effects of quality on business performance», Quality Management Journal, Vol. 5, No. 3, pp. 65-83.
HÄVERSJÖ, T. (2000): «The financial effects of ISO 9000 registration for Danish companies», Managerial Auditing Journal, Vol, 15, No. 1/2 pp. 47-52.
HENDRICKS, K. B. Y SINGHAL, V. R. (1996): «Quality awards and the market value of the firm: an empirical investigation», Management Sciences, Vol. 42, pp. 415-436.
___(1999): «The long-term stock price performance of firms with effective TQM programs. Working Paper, Georgia Institute of Technology, Atlanta, GA.
ITTNER, C. y LARCKER, D. (1997): «Quality Strategy, strategic control systems and organizational performance». Accounting Organizations and Society, Vol. 22, No. 3/4, pp. 293-314.
KAYNAC, H. (2003): «The relationship between total quality management practices and their effects on firm performance», Journal of Operations Management, Vol. 21, pp. 405-435.
KOC, T. (2007): «The impact of ISO 9000 quality management systems on manufacturing», Journal of Materials Processing Technology, No. 186, pp. 207-213.
LEE, S.M.; RHO, B.H. y LEE, S.G. (2003): «Impact of Malcolm Baldrige National Quality Award criteria on organizational quality performance», International Journal of Production Research, Vol. 41, No. 9, pp. 2003-2020.
LEMAK, D.J.; REED, R. y SATISH, P.K. (1997): «Commitment to Quality Management: Is there a Relationship with Firm performance?». Journal of Quality Management, Vol. 2, No. 1, pp.67-86.
LIMA, M.A.M.; RESENDE, M. y HASENCLEVER, L. (2000): «Quality certification and performance of Braziliam firms: An empirical study», International Journal of Production Economics, 66, pp. 143-147.
MERINO-DÍAZ, J. (2003): «Quality management practices and operational performance: Empirical evidence for Spanish industry», International Journal of Production Research, Vol. 41, No. 12, pp. 2763-2786.
MOHRMAN, S.A.; TENKASI, R.V.; LAWLER, E.E.; y LEDFORD, G.E. Jr. (1995): «Total quality Management: Practice and Outcomes in the largest US firms», Employee Relations, Vol. 17, No. 3, pp. 26-41.
NAIR, A. (2006): «Meta-analysis of the relationship between quality management practices and firm performance-implications for quality management theory development», Journal of Operations Management, 24, pp. 948-975.
NICOLAU, J. y SELLERS, R. (2003): «Influencia de la calidad sobre la rentabilidad y la volatilidad». Revista de Economía Aplicada, Vol. XI, No. 33, pp. 65-82.
POWELL, T.C. (1995): «Total Quality Management as Competitive Advantage: a Review and Empirical Study». Strategic Management Journal, No. 16, pp. 15-37.
PRAJOGO, D.I. y SOHAL, A.S. (2006): «The relationship between organizational strategy, total quality management (TQM), and organization performance: the mediating role of TQM», European Journal of Operational Research, Vol. 168, pp. 35-50.
PRAJOGO, D.I. y HONG, S.W. (2008): «The effect TQM on performance in R&H environments: A perspective from South Korean firms», Technovation, 28, pp. 855-863.
RAHMAN, S. (2001): «Total quality Management practices and business outcome: evidence from a small and medium enterprises in Western Australia», Total Quality Management, March, Vol. 12, No. 2, pp. 35-49.
RAO, S.S.; SOLIS, L.E. y RAGHUNATHAN, T.S. (1999): «A framework for international quality management research: development and validation of a measurement instrument», Total Quality Management, Vol. 10, No. 7, pp. 1047-1075.
SAMSON, D. y TERZIOVSKI, M. (1999): «The relationship between total quality management practices and operational performance», Journal of Operations Management, Vol. 17, pp. 393-409.
SHARMA, D.S. (2005): «The association between ISO 9000 certification and financial performance», International Journal of Accounting, Vol. 40, No. 2, pp. 151-172.
SILA, I. (2007): «Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: An empirical study», Journal of Operations Management, Vol. 25, pp. 83-109.
TARI, J.J.; MOLINA, J.F. y CASTEJÓN, J.L. (2007): «The relationship between quality management practices and their effects on quality outcomes», European Journal of Operational Research, Vol. 183, No. 2, pp. 483-501.
TERZIOVSKI, M.¸ POWER, D. Y SOHAL, A.S. (2003): «The longitudinal effects of the ISO 9000 certification process on business performance», European Journal of Operational Research, 146, pp. 580-595.
TERZIOVSKI, M.¸ SAMSON, D. Y DOW, D. (1997): «The Business Value of Quality Management Systems Certification. Evidence from Australia and New Zealand,» Journal of Operations Management, Vol. 15, No. 1, 1997, pp. 1-18.
WILSON, D.D. y COLLIER, D.A. (2000): «An empirical investigation of the Malcolm Baldrige National Quality award causal model», Decision Sciences, Vol. 31, pp. 361-390.
YUSUF, Y.; GUNASEKARAN, A. y DAN, G. (2007): «Implementation of TQM in China and organizational performance: An Empirical Investigation», Total Quality Management, Vol. 18, No. 5, pp. 509-530.
AHIRE, S.L.; Y O´SHAUGHNESSY, K.C. (1998): «The role of top management commitment in quality management: an empirical analysis of the auto parts industry» International Journal of Quality Science, Vol. 3, No. 1, pp. 5-37.
AHIRE, S.; GOLHAR, D. y WALLER, M. (1996): «Development and Validation of TQM Implementation Constructs», Decision Sciences, Vol. 27, No. 1, pp. 23-56.
ANDERSON, J.C.; RUNGTUSANATHAM, M.; SCHROEDER, R.G. y DEVARAJ, S. (1995): «A path analytic model of a theory of quality management underlying the Deming management method: preliminary empirical findings», Decision Sciences, Vol. 26, No. 5, September/October, pp. 637-658.
ARANA, G. y LÓPEZ F. (2002): «ISO 9000 y Rentabilidad Empresarial: un Estudio Empírico en las Empresas Vascas». II Conferencia de Ingeniería de Organización. Vigo, 5-6 Septiembre.
ARANA, G.; HERAS, I.; OCHOA, C. y ANDONEGI, J.M. (2004): «Incidencia de la gestión de la calidad en los resultados de las empresas: un estudio para el caso de las empresas vascas». Revista de Dirección y Administración de Empresas. No. 11, marzo, pp. 131-159.
BUZZELL, D. y GALE, B.T. (1987): The PIMS Principles: Linking Strategy to Performance, New York: Free Press.
BUZZELL, R.D. y WIESERMA, F.D. (1981): «Succesful Share-Building Strategies». Harvard Business Review, Vol. 59, No. 1, pp. 135-144.
CHAPMAN, R.L.; MURRAY, P.C. y MELLOR, R. (1997): « Strategic quality management and financial performance indicators». International Journal of Quality & Reliability Management, Vol. 14, No. 4, pp. 432-448.
CHENHALL, R. H. (1997): «Reliance on manufacturing performance measures, Total Quality Management and Organizational performance», Management Accounting Research, Vol. 8, pp. 187-206.
CHOI, T.Y.; y EBOCH, K. (1998): «The TQM paradox: relations among TQM practices, plant performance, and customer satisfaction», Journal of Operations Management, Vol. 17, pp. 59-75.
CLAVER-CORTÉS, E.; PEREIRA-MOLINER, J.; TARÍ, J.J. y MOLINA-AZORÍN, J.F. (2008): «TQM, Managerial factors and performance in the Spanish hotel industry», Industrial Management & data Systems, Vol. 108, No. 2, pp. 228-244.
CORBETT, C.J.; MONTES-SANCHO, M.J. y KIRSH, D. (2005): «The financial impact of ISO 9000 Certification in the United States: An empirical Analysis», Management Sciences, Vol. 51, No. 7, pp. 1046-1059.
DAS, A.; HANDFIELD, R.B.; CALANTONE, R.J. y GHOSH, S. (2000): «A contingency view of quality Management: the impact of international competition on quality», Decision Sciences, Vol. 31, pp. 649-690.
DICK, G.P.M.; HERAS, I. Y CASADESÚS, M. (2008): «Shedding light on causation between ISO 9001 and improved business performance», International Journal of Operations & Production Management, Vol. 28, No. 7, pp. 687-708.
DOUGLAS, T.J. y JUDGE, Jr. W.Q. (2001): «Total quality Management implementation and competitive advantage: the role of structural control and exploration», Academy of Management Journal, Vol. 44, pp. 158-169.
DOW, D.; SAMSON, D. y FORD, S. (1999): «Exploding the myth: do all quality management practices contribute to superior quality performance?, Production and Operations Management, Vol. 8, pp. 1-27.
EASTON, G.S. y JARRELL, S.L. (1998): «The effects of Total Quality Management on corporate performance: an empirical investigation». Journal of Bussines, Vol.71, No. 2, pp. 253-307.
FLYNN, B.; SCHROEDER, R. y SAKAKIBARA, S. (1995): «The impact of quality management practices on performance and competitive advantage», Decision Sciences, Vol. 26, No. 5, pp. 659-691.
FORZA, C. y FLIPPINI, R. (1998): «TQM impact on quality conformance and customer satisfaction: a causal model», International Journal of Production Economics, Vol. 55, pp. 1-20.
GRANDZOL, J.R. y GERSHON, M. (1998): «A survey instrument for standardizing TQM modeling research», International Journal of Quality Science, Vol 3, No. 1, pp. 80-105.
HARDIE, N. (1998): «The effects of quality on business performance», Quality Management Journal, Vol. 5, No. 3, pp. 65-83.
HÄVERSJÖ, T. (2000): «The financial effects of ISO 9000 registration for Danish companies», Managerial Auditing Journal, Vol, 15, No. 1/2 pp. 47-52.
HENDRICKS, K. B. Y SINGHAL, V. R. (1996): «Quality awards and the market value of the firm: an empirical investigation», Management Sciences, Vol. 42, pp. 415-436.
___(1999): «The long-term stock price performance of firms with effective TQM programs. Working Paper, Georgia Institute of Technology, Atlanta, GA.
ITTNER, C. y LARCKER, D. (1997): «Quality Strategy, strategic control systems and organizational performance». Accounting Organizations and Society, Vol. 22, No. 3/4, pp. 293-314.
KAYNAC, H. (2003): «The relationship between total quality management practices and their effects on firm performance», Journal of Operations Management, Vol. 21, pp. 405-435.
KOC, T. (2007): «The impact of ISO 9000 quality management systems on manufacturing», Journal of Materials Processing Technology, No. 186, pp. 207-213.
LEE, S.M.; RHO, B.H. y LEE, S.G. (2003): «Impact of Malcolm Baldrige National Quality Award criteria on organizational quality performance», International Journal of Production Research, Vol. 41, No. 9, pp. 2003-2020.
LEMAK, D.J.; REED, R. y SATISH, P.K. (1997): «Commitment to Quality Management: Is there a Relationship with Firm performance?». Journal of Quality Management, Vol. 2, No. 1, pp.67-86.
LIMA, M.A.M.; RESENDE, M. y HASENCLEVER, L. (2000): «Quality certification and performance of Braziliam firms: An empirical study», International Journal of Production Economics, 66, pp. 143-147.
MERINO-DÍAZ, J. (2003): «Quality management practices and operational performance: Empirical evidence for Spanish industry», International Journal of Production Research, Vol. 41, No. 12, pp. 2763-2786.
MOHRMAN, S.A.; TENKASI, R.V.; LAWLER, E.E.; y LEDFORD, G.E. Jr. (1995): «Total quality Management: Practice and Outcomes in the largest US firms», Employee Relations, Vol. 17, No. 3, pp. 26-41.
NAIR, A. (2006): «Meta-analysis of the relationship between quality management practices and firm performance-implications for quality management theory development», Journal of Operations Management, 24, pp. 948-975.
NICOLAU, J. y SELLERS, R. (2003): «Influencia de la calidad sobre la rentabilidad y la volatilidad». Revista de Economía Aplicada, Vol. XI, No. 33, pp. 65-82.
POWELL, T.C. (1995): «Total Quality Management as Competitive Advantage: a Review and Empirical Study». Strategic Management Journal, No. 16, pp. 15-37.
PRAJOGO, D.I. y SOHAL, A.S. (2006): «The relationship between organizational strategy, total quality management (TQM), and organization performance: the mediating role of TQM», European Journal of Operational Research, Vol. 168, pp. 35-50.
PRAJOGO, D.I. y HONG, S.W. (2008): «The effect TQM on performance in R&H environments: A perspective from South Korean firms», Technovation, 28, pp. 855-863.
RAHMAN, S. (2001): «Total quality Management practices and business outcome: evidence from a small and medium enterprises in Western Australia», Total Quality Management, March, Vol. 12, No. 2, pp. 35-49.
RAO, S.S.; SOLIS, L.E. y RAGHUNATHAN, T.S. (1999): «A framework for international quality management research: development and validation of a measurement instrument», Total Quality Management, Vol. 10, No. 7, pp. 1047-1075.
SAMSON, D. y TERZIOVSKI, M. (1999): «The relationship between total quality management practices and operational performance», Journal of Operations Management, Vol. 17, pp. 393-409.
SHARMA, D.S. (2005): «The association between ISO 9000 certification and financial performance», International Journal of Accounting, Vol. 40, No. 2, pp. 151-172.
SILA, I. (2007): «Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: An empirical study», Journal of Operations Management, Vol. 25, pp. 83-109.
TARI, J.J.; MOLINA, J.F. y CASTEJÓN, J.L. (2007): «The relationship between quality management practices and their effects on quality outcomes», European Journal of Operational Research, Vol. 183, No. 2, pp. 483-501.
TERZIOVSKI, M.¸ POWER, D. Y SOHAL, A.S. (2003): «The longitudinal effects of the ISO 9000 certification process on business performance», European Journal of Operational Research, 146, pp. 580-595.
TERZIOVSKI, M.¸ SAMSON, D. Y DOW, D. (1997): «The Business Value of Quality Management Systems Certification. Evidence from Australia and New Zealand,» Journal of Operations Management, Vol. 15, No. 1, 1997, pp. 1-18.
WILSON, D.D. y COLLIER, D.A. (2000): «An empirical investigation of the Malcolm Baldrige National Quality award causal model», Decision Sciences, Vol. 31, pp. 361-390.
YUSUF, Y.; GUNASEKARAN, A. y DAN, G. (2007): «Implementation of TQM in China and organizational performance: An Empirical Investigation», Total Quality Management, Vol. 18, No. 5, pp. 509-530.
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