Resumen

DIAZ MUNOZ, Gabriel Alejandro  y  SALAZAR DUQUE, Diego Alfredo. Quality as a strategic tool for business management. Podium [online]. 2021, n.39, pp.19-36.  Epub 28-Jun-2021. ISSN 2588-0969.  https://doi.org/10.31095/podium.2021.39.2.

The quality of products or services has always been a generator of competitiveness, profitability and differentiation in the business sector; management increasingly concentrates its efforts on careful process management and use of available resources. The purpose of this research is to describe different elements related to quality management systems and to analyze them in detail. For this purpose, the document was based on a study of a bibliographic, descriptive and correlational nature in which some conceptualizations and criteria of various authors were addressed. Later, elements related to quality management were described such as: the evolution of quality management systems, principles on total quality, the importance of implementing systems focused on quality, among other sections exposed throughout the document that, allow understanding the importance of quality management as an essential organization tool.

Palabras clave : Competitiveness; quality management; business leadership; total quality; organizational strategy; customer satisfaction.

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