QUALITY MANAGEMENT SYSTEM AND ORGANIZATIONAL PERFORMANCE IN THE OIL INDUSTRY

The objective of this research is to determine the factorial structure of the relation model between the quality management system (QMS) and the organizational performance (OP), as well as, the mediator effect that over these relations exert the knowledge management (KM) and the internal customer satisfaction (ICS). The research was of descriptive-correlational type, not experimental, transversal and ex-post-facto; factorially analyzed through multivariant techniques. The population was 369 workers from the quality area of the Venezuelan oil industry (VOI). For the non probabilistic sample, a questionnaire was applied, designed and validated by researchers through the experts panel method and a pilot test, which reached a Cronbach's alpha=0.899. In the relation model there are three underlying factors or latent variables: ENCICSOL (Elimination of Non-Compliance, Internal Customer Satisfaction and Organizational Learning), QMS (Quality Management System) and OPLO (Organizational Performance and Learning Organization) and the mediator effect is exerted by the ENCICSOL factor, constituting the ICS the driving core of the mediator effect, through the dimension of physical assets, constituted by the indicators 'suitable facilities' and 'understandable visual information'. It is concluded that the theoretical model formulated served for the configuration of a new empirical model of relation, in which the ICS represents the main construct, which favor a better performance in the long chain value of VOI.