Gestión de la calidad y del conocimiento: dos enfoques complementarios
Main Article Content
Keywords
Cultura organizacional, gestión de la calidad, gestión del conocimiento, organizaciones, ventajas competitivas, JEL D83, L15
Resumen
La gestión de la calidad aplicada en las organizaciones genera mejores productos y servicios, reducción de costos, más clientes y empleados satisfechos, y mejor rendimiento financiero que a su vez conlleva ventajas competitivas. Sin embargo, en muchas ocasiones los esfuerzos realizados resultan en vano debido a que las organizaciones no cuentan con una cultura organizacional madura que las guíe para mantener las mejoras continuas, satisfacer las necesidades de los clientes, reducir la duplicidad de esfuerzos, o en el rediseño de procesos, el trabajo en equipo y las relaciones cercanas con los proveedores. La gestión del conocimiento entendida como las actividades relativas a la creación, almacenamiento, transferencia y aplicación del conocimiento en las organizaciones surge como una posible solución a las dificultades adquiridas por la aplicación de la gestión de calidad. En este artículo se muestran las dificultades y oportunidades generadas por la gestión de la calidad y cómo estas pueden ser sorteadas y aprovechadas por la implementación de estrategias de gestión del conocimiento.
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Deming, E.W. (1993). The new economics for industry, government, education. Cambridge: MIT Center of Advanced Engineering Study.
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Morgan, G. (1996). Imágenes de la Organización. México D.F.: Alfaomega.
Nonaka, I., & Takeuchi, H. (1999). La organización creadora de conocimiento. México D.F.: Oxford University Press.
Pinto-Prieto, L.P., Becerra-Ardila, L.E., & Gómez-Flórez L.C. (2012). Carencias en los sistemas de gestión del conocimiento: una revisión bibliográfica. Profesional de la Información, 21(3), 268-276.
Polanyi, M. (1962). Personal Knowledge. Londres: Routledge
& Kegan Paul Ltd. Powell, T.C. (1995). Total Quality Management as Competitive Advantage: A Review and Empirical Study. Strategic Management Journal, 16(1), 15-37.
Rodríguez-Ortiz, G.A. (2003). Knowledge management and quality model for R&D organizations. En Knowledge-Based Intelligent Information and Engineering Systems: 7th International Conference (pp. 1000-1007). Heidelberg, 2003. Springer-Verlag.
Ross, J.E. (1993). Total Quality Management: Text, Cases and Readings. Delray Beach: St. Lucie Press.
Schaffer, R., & Thomson, H. (1992). Successful change programs begin with results. Harvard Business Review, 70(1), 79-89.
Schwartz, D.G., & Tauber, D. (2008). Toward a Maturity Model for Knowledge Management Systems Integration. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 59-78). Pittsburgh: Springer.
Sousa, R., & Voss, C.A. (2002). Quality Management re-visited: a reflective review and agenda for future research. Journal of Operation Management, 20(1), 91-109.
Spender, J. C., & Grant, R. (1996). Knowledge and the firm: An overview. Strategic Management Journal, 7(especial), 5-9.
Sun, P. (2008). Managing Asymmetries in Transferring Tacit Knowledge. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 95-110). Pittsburgh: Springer.
von Krogh, G. (1998). Care in Knowledge Creation. California
Management Review, 40(3), 133-153.
Walton, M. (1986). The Deming Management Method. New York: Pedigree.
Whelan, E.B., Donellan, B., & Golden, W. (2007). Knowledge Diffusion in Contemporary R&D Groups: Re-examining the Role of the Technological Gatekeeper. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 81-94). Pittsburgh: Springer.
Wiig, K.M. (1997). Integrating Intellectual Capital and Knowledge Management. Long Range Planning, 30(3), 339-405.
Wiig, K.M. (1997). Knowledge Management: Where did it come from and where will it go? Experts Systems with Applications, 13(1), 1-14.
Wiig, K.M. (1999). Comprensive Knowledge Management. Arlington: Knowledge Research Institute.
Young, M. (1992). A framework for the successful adoption of Japanese manufacturing techniques in the United States. Academy of Management Review, 17(4), 677-700.
Zhao, F., & Bryar, P. (2001). Integrating Knowledge Management and Total Quality: A Complementary Process. In: 6th International Conference on ISO 9000 and TQM, Scotland, 2001.
Andreu, R., & Sieber, S. (1999). Knowledge and Problem Solving: A Proposal for a Model of Individual and Collective Learning. (Working Paper). Spain: IESE Business School, Universidad de Navarra, 99/1. Obtenido de http://www.iese. edu/research/pdfs/OP-99-01-E.pdf
Beer, M. (2003). Why Total Quality Management Programs Do Not Persist: The Role of Management Quality and Implications for Leading a TQM Transformation. Decisions Science, 34(4), 623-642.
Bloodgood, J.M. (2008). Organizational Routines as Mechanism for Knowledge Creation, Utilization, and Storage. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 41-58). Pittsburgh: Springer.
Brislan, T. (2008). Difficulties with the ISO quality certification. Obtenido de http://www.centrorisorse.org/difficulties-with-the-iso-quality-certification.html
Checkland, P., & Holwell, S. (1998). Information, Systems and Information Systems. Lancaster: John Wiley & Sons.
Corbet, C.J., Montes-Sancho, M. J., & Kirsch, D.A. (2004). The financial impact of ISO 9000 certification in the US: An empirical analysis. Los Angeles: UCLA.
Davenport, T., & Prusak, L. (1997). Ecología de la Información. New York: Oxford Univeristy Press.
Davenport, T., & Prusak, L. (1999). Working knowledge: how organizations manage what they know. Cambridge: Harvard Business School Press.
De la Hoz J., Gómez, L.C., Ramírez H., Carrillo, E. (2012). Quality Management Supported by Knowledge Management. Paper presented at the 2012 Las Vegas International Business & Economics Conference, Las Vegas, NV.
Dean, J., & Bowen, D. (1994). Managing theory and total quality: improving research and practice through theroy development. Academy of Management Review, 19(3), 392-418.
Deming, E.W. (1993). The new economics for industry, government, education. Cambridge: MIT Center of Advanced Engineering Study.
Di Gangi, P.M., & Wasko, M. (2009). Open Innovation Through Online Communities. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of
Informations Systems 4 (pp. 199-213). Pittsburgh: Springer.
Douglas, T.J., & Judge, W.Q. (2004). Total quality management implementation and competitive advantage: the role of structural control and exploration. Academy of Management Journal, 4(1), 158-169.
Dzuraidah, A., Shokshok, M., & Abd Wahab, M. (2011). Barriers and Benefits of Total Quality Management Implementation in Libyan Manufacturing Companys. Bangi: IDOSI Publications, 7(4), 619-624.
Fischer, G., & Ostwald, J. (2001). Knowledge Management: Problems, Promises, Realities, and Challenges. IEEE Intelligent Systems, 16(1), 60-73.
Garud, R. (1997). On the distinction between know-how, know-why and know-what in technological systems. Advances in Strategic Management, 14, 81-101.
Hackman, R.J., & Wageman, R. (1995). Total Quality Management: Empirical, conceptual and practical issues. Administrative Science Quaterly, 40, 309-342.
Hendricks, K.B., & Singhal, V.R. (2001). Firm Characteristic, total quality management, and financial performance. Journal of Open Management, 238, 1-17.
Ishikawa, K. (1985). What is total quality control? Englewood Cliffs: Prentice-Hall.
Jaime, A., Gardoni, M., Vinck, D., & Institut national polytechnique (Grenoble). (2005). From quality management to knowledge management in research projects. S.l.: s.n.
Jaime, A., Gardoni, M., Mosca, J., & Vinck, D. (January 01, 2006). From Quality Management to Knowledge Management in Research Organisations. International Journal of Innovation Management, 10(2), 197-215.
Johannsen, C.G. (2000). Total quality management in a knowledge management perspective. Journal of Documentation, 56(1), 42-54.
Juran, J.M. (1974). The Quality Control Handbook. New York: McGraw-Hill.
Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21, 405-435.
King, W. (2009). Knowledge Management and Organizational
Learning. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 3-15). Pittsburgh: Springer.
Land, F. (2008). Knowledge Management or Management of Knowledge? En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 15-26). Pittsburgh: Springer.
Linderman, K., Schroeder, R.G., Zaheer, S., Liedtke, C., & Choo, A.S. (2004). Integrating quality management practices with knowledge creation processes. Journal of Operations Management, 22, 589-607.
Lubit, R. (2001). Tacit Knowledge and Knowledge Management: The Keys to Sustainable Competitive Advantage. Organizational Dynamics, 29(4), 164-178.
McAdam, R. (2004). Knowledge creation and idea generation: a critical quality perspective. Technovation, 24, 697-705.
Morgan, G. (1996). Imágenes de la Organización. México D.F.: Alfaomega.
Nonaka, I., & Takeuchi, H. (1999). La organización creadora de conocimiento. México D.F.: Oxford University Press.
Pinto-Prieto, L.P., Becerra-Ardila, L.E., & Gómez-Flórez L.C. (2012). Carencias en los sistemas de gestión del conocimiento: una revisión bibliográfica. Profesional de la Información, 21(3), 268-276.
Polanyi, M. (1962). Personal Knowledge. Londres: Routledge
& Kegan Paul Ltd. Powell, T.C. (1995). Total Quality Management as Competitive Advantage: A Review and Empirical Study. Strategic Management Journal, 16(1), 15-37.
Rodríguez-Ortiz, G.A. (2003). Knowledge management and quality model for R&D organizations. En Knowledge-Based Intelligent Information and Engineering Systems: 7th International Conference (pp. 1000-1007). Heidelberg, 2003. Springer-Verlag.
Ross, J.E. (1993). Total Quality Management: Text, Cases and Readings. Delray Beach: St. Lucie Press.
Schaffer, R., & Thomson, H. (1992). Successful change programs begin with results. Harvard Business Review, 70(1), 79-89.
Schwartz, D.G., & Tauber, D. (2008). Toward a Maturity Model for Knowledge Management Systems Integration. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 59-78). Pittsburgh: Springer.
Sousa, R., & Voss, C.A. (2002). Quality Management re-visited: a reflective review and agenda for future research. Journal of Operation Management, 20(1), 91-109.
Spender, J. C., & Grant, R. (1996). Knowledge and the firm: An overview. Strategic Management Journal, 7(especial), 5-9.
Sun, P. (2008). Managing Asymmetries in Transferring Tacit Knowledge. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 95-110). Pittsburgh: Springer.
von Krogh, G. (1998). Care in Knowledge Creation. California
Management Review, 40(3), 133-153.
Walton, M. (1986). The Deming Management Method. New York: Pedigree.
Whelan, E.B., Donellan, B., & Golden, W. (2007). Knowledge Diffusion in Contemporary R&D Groups: Re-examining the Role of the Technological Gatekeeper. En King, W. (2009). Knowledge Management and Organizational Learning. Annals of Informations Systems 4 (pp. 81-94). Pittsburgh: Springer.
Wiig, K.M. (1997). Integrating Intellectual Capital and Knowledge Management. Long Range Planning, 30(3), 339-405.
Wiig, K.M. (1997). Knowledge Management: Where did it come from and where will it go? Experts Systems with Applications, 13(1), 1-14.
Wiig, K.M. (1999). Comprensive Knowledge Management. Arlington: Knowledge Research Institute.
Young, M. (1992). A framework for the successful adoption of Japanese manufacturing techniques in the United States. Academy of Management Review, 17(4), 677-700.
Zhao, F., & Bryar, P. (2001). Integrating Knowledge Management and Total Quality: A Complementary Process. In: 6th International Conference on ISO 9000 and TQM, Scotland, 2001.
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dic 4, 2012
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De la Hoz Freyle, J. E., Carrillo Rincón, E., & Gómez Flórez, L. C. (2012). Gestión de la calidad y del conocimiento: dos enfoques complementarios. AD-Minister, (21), 71–85. Recuperado a partir de https://publicaciones.eafit.edu.co/index.php/administer/article/view/1728
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Javier E De la Hoz Freyle, Universidad Industrial de Santander. Bucaramanga, Colombia
Estudiante de Maestría en Ingeniería de Sistemas e Informática.Los autores que publican en esta revista están de acuerdo con los siguientes términos:
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