Investigación de la gestión de calidad dentro del puerto de Santander, cómo este influye sobre la cultura organizacional y la satisfacción del cliente

Tesis Materias > Ciencias Sociales Universidad Europea del Atlántico > Docencia > Trabajos finales de Grado Cerrado Español La gestión de calidad de las empresas tiene que tener en cuenta y gestionar la cultura organizacional de la entidad con el objetivo de asegurar el cumplimiento de los sistemas de calidad y sus objetivos. En el siguiente trabajo de fin de grado se realizará una investigación de la gestión de la calidad dentro del Puerto de Santander. Se analizará el sistema de gestión de calidad actual del Puerto para poder comprender a fondo cuál es su metodología para planear, asegurar y controlar la calidad de sus servicios y de esta manera entender cuál es el impacto que tiene el sistema en la cultura organizacional y satisfacción del cliente con el fin de encontrar factores mejorables en la operativa del puerto. Para ello se utilizaron herramientas tales como la encuesta para empleados y clientes, y entrevistas a los directivos de los diferentes departamentos para comprender la cultura organizacional y percepción de estos hacia la gestión de calidad de la Autoridad Portuaria de Santander. Ente las conclusiones finales de la investigación es importante destacar que el impacto sobre la cultura organizacional demostró ser significativo, debido a que los empleados de la Autoridad Portuaria de Santander no están percibiendo los beneficios de la implementación del Sistema de Gestión de Calidad. Dentro de la Autoridad Portuaria existe una cultura organizacional pero que no se está desarrollando de la mano con una cultura de calidad. metadata Gavidia Geoffroy, Alejandro Andrés mail alejandro.gavidia@alumnos.uneatlantico.es (2021) Investigación de la gestión de calidad dentro del puerto de Santander, cómo este influye sobre la cultura organizacional y la satisfacción del cliente. Diploma thesis, Universidad Europea del Atlántico.

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Resumen

La gestión de calidad de las empresas tiene que tener en cuenta y gestionar la cultura organizacional de la entidad con el objetivo de asegurar el cumplimiento de los sistemas de calidad y sus objetivos. En el siguiente trabajo de fin de grado se realizará una investigación de la gestión de la calidad dentro del Puerto de Santander. Se analizará el sistema de gestión de calidad actual del Puerto para poder comprender a fondo cuál es su metodología para planear, asegurar y controlar la calidad de sus servicios y de esta manera entender cuál es el impacto que tiene el sistema en la cultura organizacional y satisfacción del cliente con el fin de encontrar factores mejorables en la operativa del puerto. Para ello se utilizaron herramientas tales como la encuesta para empleados y clientes, y entrevistas a los directivos de los diferentes departamentos para comprender la cultura organizacional y percepción de estos hacia la gestión de calidad de la Autoridad Portuaria de Santander. Ente las conclusiones finales de la investigación es importante destacar que el impacto sobre la cultura organizacional demostró ser significativo, debido a que los empleados de la Autoridad Portuaria de Santander no están percibiendo los beneficios de la implementación del Sistema de Gestión de Calidad. Dentro de la Autoridad Portuaria existe una cultura organizacional pero que no se está desarrollando de la mano con una cultura de calidad.

Tipo de Documento: Tesis (Diploma)
Palabras Clave: Calidad; cultura organizacional; satisfacción del cliente; sistema de gestión de calidad
Clasificación temática: Materias > Ciencias Sociales
Divisiones: Universidad Europea del Atlántico > Docencia > Trabajos finales de Grado
Depositado: 02 Nov 2022 23:30
Ultima Modificación: 10 Nov 2022 23:30
URI: https://repositorio.uneatlantico.es/id/eprint/4308

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