Resumo

MENDOZA HERNANDEZ, Virginia; PICO GONZALEZ, Beatriz  e  CORNELIO AQUIAHUATL, Eleuterio. Human approach in the quality management system of manufacturing SMEs in Mexico: Theoretical review and proposal of a conceptual model. Contad. Adm [online]. 2013, vol.58, n.2, pp.113-133. ISSN 0186-1042.

Currently, globalization and competitiveness exert an enormous pressure on small and medium enterprises (SMEs) in the manufacturing sector in Mexico, for that reason they must be more effective and flexible to meet customer demand. In this article, we reviewed the literature on the subject according to the level of significance of variables like human factor, quality culture, quality management system (QMS) and innovation, considered as key elements of a latent competitive scale as from their exploration and explanation. The main objective of this research is to carry out a critical analysis by relating the importance of the human factor of QMS, through research on socio-emotional, intellectual factors and ethics values for achieving the effectiveness of QMS at all organization levels; it also provides a link between variables of quality culture, value propositions, and innovation. Finally, this work discusses the design of a human factor-based quality model to ensure the value propositions for customer and stakeholders' satisfaction.

Palavras-chave : human factor; quality culture; quality management system; total quality management; innovation.