Efectos de la gestión de la calidad en la prestación de los servicios del sector público en Colombia

Abstract

The quality of the public sector entities greatly impacts the performance of the economy and affects the citizen ́s quality of life. To improve the quality of public entities, the Colombian government ordered in 2004 the implementation of the quality management system under the technical standard NTCGP 1000, which is based on the international model ISO 9001. This research is aimed at determining the effects that this decision has had on the quality of the services provided by public entities viewed from two perspectives, that of public entity workers who have experienced the implementation of the quality management system and that of users who use the services of public entities. From the principles and requirements of the technical standard NTCGP 1000 categories and variables that subsequently lead to surveys are set, these are applied to a random sample of public workers and users. Once the data has been processed, the capabilities that the system of quality management has developed in the entities and the effects it has had on the quality of the services provided by public entities are identified.