2. Publicaciones

URI permanente para esta comunidadhttps://hdl.handle.net/20.500.12640/4068

Las publicaciones de ESAN reúnen una variedad de materiales académicos y prácticos que abarcan áreas fundamentales como la administración, economía, negocios, entre otros. Con enfoque en la formación y el desarrollo profesional, estas obras buscan contribuir al conocimiento y la innovación en diversas disciplinas; asimismo, proporciona información relevante y actualizada para la comunidad académica y empresarial en el ámbito local e internacional

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1992 - 199922000 - 20021

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Tema: search.filters.subject.Calidad total

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Mostrando 1 - 3 de 3
  • Miniatura
    ÍtemSolo Metadatos
    ¡Pongan de cabeza a ese santo!
    (Universidad ESAN. ESAN Ediciones, 1997-12-30) Bouroncle Caro, Antonio; Ampuero Cárdenas, Ada
    It is a case study on the creation, growth and transformation of a medical center into a clinic. Its trajectory follows the rhythm of the country's economic situation, it opens new services when demand increases, which it finances with contributions from new partners and then with loans. When you go through an economic situation that can turn into insolvency, not all partners agree on the causes. Likewise, important changes in the market, such as the creation of new health service organizations and the entry of other competitors, generate solution proposals. Among others, the adoption of a total quality system is accepted. Ten months after its implementation, the situation does not improve and opinions on the effects of the program are divided. An advisor points out that the clinic's problem is financial. The case describes problems in the operation of the clinic and includes an annex section containing the financial statements for the last three years and information on bed occupancy.
  • Miniatura
    ÍtemSolo Metadatos
    Calidad total: solución empresarial
    (Universidad ESAN. ESAN Ediciones, 1992-03-30) D'Alessio Ipinza, Fernando
    It presents the fundamentals of the total quality strategy, in the understanding of how beneficial the implementation of this strategy is by generating valuable effects on the entire organization. It summarizes the modern concepts used by Japanese companies in administration, influenced by three North Americans: Deming, Juran and Crosby, and shows the evolution of thinking about quality based on the contribution of these authors. The central part of the article is dedicated to the philosophy of Edward Deming, the highest exponent of the modern concept of quality, for which the concepts developed by this author are explained: the fourteen points, the seven deadly diseases, the obstacles to good management and the importance of the use of graphics to objectively represent the information required for decision making. The article encourages innovation in business management, warning senior management about the traditional myopia manifested in conservative management and making them see the favorable effects that the modern concept of quality would have on their organization.
  • Miniatura
    ÍtemSolo Metadatos
    10 years of service quality measurement: reviewing the use of the SERVQUAL instrument
    (Universidad ESAN. ESAN Ediciones, 2002-12-30) Nyeck, Simon; Morales, Miguel; Ladhari, Riadh; Pons, Frank
    In 1988, Parasuraman, Zeithaml, and Berry developed an instrument to measure the quality of service. Since that date, this instrument has been used in numerous studies on different industries and in different countries, both by academics and professionals. However, despite its wide dissemination, few studies deal with the dimensionality and validity aspects of this measurement scale. This article describes the practices observed in relation to these aspects through the analysis of the studies that SERVQUAL has used during the last ten years. From a sample of 60 empirical studies using the SERVQUAL scale, the main aspects of validity dealt with by each author are analysed, using an analysis template adapted from the study of Stokes and Miller (1975). Based on the available data, the study suggests that the scale developed by Parasuraman, Zeithaml, and Berry (1988) does not present a stable dimensional structure of five factors. Finally, the article evaluates the influence of the characteristics of the research design on the reliability of SERVQUAL.