Influencia de una cultura organizativa orientada hacia la calidad en los beneficios de la implantación de un sistema de gestión de recursos ERP

Organizational culture focused on quality management and benefits derived from an ERP system implementation

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Abstract (2. Language): 
Purpose: Organizational culture focused on quality management aims to meet customer needs and enhance teamwork, being oriented toward a dynamic process of continuous improvement. The purpose of this paper is to analyze whether, indeed, the qualityoriented culture has an effect on the management of business processes. In doing so, we analyze their relationship with the benefits of a resource management system or ERP. Design/methodology/approach: A survey is used to collect data, with valid questionnaires obtained for 200 Spain based respondents. Empirical analysis utilises Structural Equation Modelling (SEM). Findings: The results confirm that firm's commitment with quality management, customer focus, and confidence of workers has a positive effect on the results of operational, strategic and managerial benefits derived from an ERP system implementation. However, there is not relationship between customer focus and organizational benefits, neither to increase system capacity. Originality/value: The present study analyzes the relationship between qualityoriented culture and the resource management systems of the firm clarifying their strengths and limitations. In this sense, the customer orientation may limit the flexibility of business as require a lot of resources, and generate dissatisfaction among workers resulting from the attention to customer complaints.
Abstract (Original Language): 
Objeto: La cultura organizativa orientada hacia la calidad tiene como objetivo satisfacer las necesidades del cliente, potenciar el trabajo en equipo, y orientar los procesos hacia una dinámica de mejora continua. El objetivo de este trabajo es analizar si, efectivamente, la cultura orientada hacia la calidad produce un efecto en la gestión de los procesos de la empresa, para la que se analiza su relación con los beneficios de un sistema de gestión de recursos o ERP. Diseño/metodología/enfoque: Se configura un cuestionario con las principales variables del modelo y se procede a la realización de una encuesta entre empresas españolas. Se obtienen más de 200 cuestionarios válidos y se analiza el modelo mediante un sistema de ecuaciones estructurales. Aportaciones y resultados: Los resultados permiten afirmar que el compromiso de la empresa hacia la gestión de la calidad, el enfoque hacia el cliente, y la confianza de los trabajadores repercute positivamente en los resultados de tipo operativo, directivo y estratégico derivados la implantación de un sistema ERP. Sin embargo, no se encuentra relación entre el enfoque hacia el cliente y los beneficios organizativos, o los derivados de una mayor capacidad del sistema. Originalidad/valor añadido: El presente trabajo permite analizar la relación entre la cultura orientada hacia la calidad por parte de la empresa y los sistemas de gestión de recursos clarificando sus aspectos positivos y señalando sus limitaciones. En este sentido, la orientación hacia el cliente podría limitar la flexibilidad de negocio al sustraer una gran cantidad de recursos, y generar disconformidad en los trabajadores derivada de la atención a las reclamaciones del cliente.



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