Resumen

GONZALEZ REYES, Lisandra de la Luz  y  MORENO PINO, Maira. Management of quality costs in the Drugstore of Holguín. ccm [online]. 2017, vol.21, n.4, pp. 955-967. ISSN 1560-4381.

Introduction: managing the costs of quality, as managerial skills, is today the most powerful tool to manage quality through satisfactory economic results and the search for opportunities for continuous improvement. The Holguín Drugstore is immersed in the search for continuous improvement, but lacks a cost management system for quality. Objective: to manage the quality costs with a focus on processes, system, management and continuous improvement at Holguin Drugstore. Methods: a procedure was developed for the implementation of a management system of quality costs. The procedure was validated by experts and in its design combines the system approach, management and processes, all this through a software and tools to control the managerial administration and benchmarking. Results: as a result of the data processing it was found that the entity is located in the area of improvement projects and that the biggest impact in the quality costs is caused by the zero coverings and the refunds in sale. Conclusions: through the application of the procedure in the Holguin Drugstore, was possible to objectively measure, on economic terms, the performance of quality in each of the identified processes, the efficiency of the quality management system and the design of actions for continuous improvement of the costs of quality.

Palabras clave : quality costs; management; processes; system and continuous improvement.

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