Calidad en el sector retail farmacéutico en la ciudad de Lima
Date
2019-06-03
Journal Title
Journal ISSN
Volume Title
Publisher
Pontificia Universidad Católica del Perú
Abstract
La calidad así como su gestión han evolucionado en el mundo. En Perú no es
ajeno a ello, y en lo que respecta a la gestión de la calidad de las empresas en Perú, se
ha podido observar que existe una mejora significativa en su implementación. A
partir de este contexto, se buscó medir el nivel de implementación de la gestión de la
calidad en nueve factores de las empresas del Sector Retail Farmacéutico en la Ciudad
de Lima, tomando como base a las cinco principales empresas que operan en el
medio, siendo estas: (a) Inkafarma, (b) Mifarma, (c) Boticas Torres de Limatambo
(BTL), (d) Farmacias Peruanas (FASA), y (e) Boticas Arcángel.
La presente tesis buscó ampliar el conocimiento de la calidad en las cinco
principales empresas del Sector Retail Farmacéutico mediante una investigación con
un enfoque cuantitativo y un alcance descriptivo. Para la investigación se utilizó una
herramienta de medición de la implementación de la gestión de la calidad basada en
nueve factores: (a) Alta Gerencia, (b) Planeamiento de la Calidad, (c) Auditoría y
Evaluación de la Calidad, (d) Diseño del Producto, (e) Gestión de la Calidad del
Proveedor, (f) Control y Mejoramiento del Proceso, (g) Educación y Entrenamiento,
(h) Círculos de Calidad, y (i) Enfoque hacia la Satisfacción del Cliente; utilizando
para ello información de campo recopilada a través de una encuesta realizada en
diversos establecimientos de las empresas indicadas.
Los resultados han demostrado que no se han implementado factores de la
administración de la calidad total en las empresas investigadas, sus actividades
operativas se basan en: (a) cumplimiento de requisitos legales y regulatorios, (b) las
buenas prácticas de distribución, y (c) las buenas prácticas de almacenamiento,
impuestos por la DIGEMID interpretando estos requisitos como un sistema de gestión
de calidad cuando en realidad no lo son.
Quality and its management have evolved throughout the years and around the world. As a result, we are taking part in this process as the quality management of peruvian companies have improved in their implementation. Thus, I will measure the levels of quality management implementation of pharmaceutical retail sector companies based on five main ones that are currently operating: (a) Inkafarma, (b) Mifarma, (c) Boticas Torres de Limatambo (BTL), (d) Farmacias Peruanas (FASA), and (e) Boticas Arcángel. This thesis tried to extend the knowledge of quality in five pharmaceutical retail companies through an investigation with a quantitative approach and a descriptive scope. For this investigation it was used a measuring instrument for the quality management considering nine factors: (a) Senior Management, (b) Quality Planning, (c) Audit and Evaluation, (d) Product Design, (e) Supplier Quality Management, (f) Control and Improvement of the Process, (g) Education and Training, (h) Quality Circles, and (i) Approaches for Customer’s Satisfaction. All these were gathered by a field data that was compiled thanks to a survey made in different locations of the companies. The results have shown that the researched companies have not used the total quality management implementation. Their activities have their basis on: (a) the regulatory and legal requirements, (b) the good practices of distribution and storage imposed by the General Bureau for Medicines, Drugs, and Inputs (DIGEMID) as if they were a system of quality management implementation when they are not. This study represents a first approach of the reality in the pharmaceutical retail sector concerning systems of quality management as there is no previous information about this topic. Thus, it will be the basis for future studies and measure its evolution in time.
Quality and its management have evolved throughout the years and around the world. As a result, we are taking part in this process as the quality management of peruvian companies have improved in their implementation. Thus, I will measure the levels of quality management implementation of pharmaceutical retail sector companies based on five main ones that are currently operating: (a) Inkafarma, (b) Mifarma, (c) Boticas Torres de Limatambo (BTL), (d) Farmacias Peruanas (FASA), and (e) Boticas Arcángel. This thesis tried to extend the knowledge of quality in five pharmaceutical retail companies through an investigation with a quantitative approach and a descriptive scope. For this investigation it was used a measuring instrument for the quality management considering nine factors: (a) Senior Management, (b) Quality Planning, (c) Audit and Evaluation, (d) Product Design, (e) Supplier Quality Management, (f) Control and Improvement of the Process, (g) Education and Training, (h) Quality Circles, and (i) Approaches for Customer’s Satisfaction. All these were gathered by a field data that was compiled thanks to a survey made in different locations of the companies. The results have shown that the researched companies have not used the total quality management implementation. Their activities have their basis on: (a) the regulatory and legal requirements, (b) the good practices of distribution and storage imposed by the General Bureau for Medicines, Drugs, and Inputs (DIGEMID) as if they were a system of quality management implementation when they are not. This study represents a first approach of the reality in the pharmaceutical retail sector concerning systems of quality management as there is no previous information about this topic. Thus, it will be the basis for future studies and measure its evolution in time.
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Keywords
Calidad total, Farmacias--Perú--Lima, Investigación cuantitativa
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