Principles of quality management in companies of electrical maintenance services in the oil sector

Abstract

We analyze the principles of quality management in electric service maintenance companies in the oil sector. It was based theoretically on authors like Camisón and col (2007), Gutiérrez (2010), Cantú (2006) and Cuatrecasas (2010). The research was descriptive, with field design, non-experimental, transectional. The population was formed by the contracting companies that serve in the area of ​electrical maintenance to the private organizations of oil operations. Key informants were operations managers, supervisors, and process leaders. A data collection instrument was applied, which was validated and reliable using Cronbach’s alpha method, obtaining 0.939 of reliability. The results indicated that all dimensions are present: customer satisfaction orientation (4.61), leadership of management (4.72), management of resources (4.34) continuous improvement (4.74), fact-based approach (4.69), and management’s relationship with suppliers (4.69). Even if these results are positive, it is necessary to apply measures that allow these dimensions to be maintained and strengthened, especially where human resources are permanently trained and suppliers are involved in order to strengthen the company’s relationship with them. It concludes a mean for the variable of 4.56, granting advantages in the market that guide them to be competitive in the same.