Human factor and quality of ceramic tile. Case study. Zacatecas, Mexico
DOI:
https://doi.org/10.31637/epsir-2024-809Keywords:
Quality, Compensation, Human factor, Intangible, Managerial, Middle management, Ceramic tile, TangibleAbstract
Introduction: Quality is a frequent concept in the administrative field. It is estimated that the human factor affects the quality of a product, service or process. Objective: to investigate the human factor variables (tangible and intangible) that affect the final quality of the ceramic tile of the manufacturing organization (Cesantoni) located in Zacatecas, Mexico. Methodology: For the tangible, records were taken for 56 months; For the intangible, an organizational efficiency survey (EFO, Fernández-Ríos, 1997) was applied to middle and managerial managers (n=63). Results: Active workers, disabilities due to work risk, dismissals, overtime and conflicts were tangible variables that affect quality. The training and development of members, salaries and wages, participation and interpersonal skills were the intangibles that affect the quality of the tile. Discussions: Attention was paid to the human factor due to the complexity of the workers' response to the compensation system, but also due to the context in which the organization is located. Conclusions: Training can have a positive impact on the management of: absenteeism, disabilities due to illness and work risk; The above coincides with what was stated by Batra (2002) and Tant and López (2003).
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