Comparing Quality Management Practices between the United States and Mexico

Abstract

The purpose of this article is to compare quality management practices in the United States and Mexico. The survey instrument used was based on the Malcolm Baldrige National Quality Award (MBNQA) criteria. The results show that social aspects of quality, including quality citizenship and quality responsibility, are different in the United States and Mexico. Furthermore, the results of the regression analysis show that there are differences between the critical success factors of quality management practices within the United States and Mexico. In both countries, general matters (social responsibility) and supplier quality were significant in explaining variability of quality results. More similarities in both countries were found in the effect of quality management practices on customer focus and satisfaction, where general matters (social responsibility), strategic planning process for quality management, and quality assurance of products or services were statistically significant variables explaining variability of customer focus and satisfaction. This research concludes that supplier quality, strategic planning process of quality management, and social aspects significantly affect quality success factors and customer satisfaction in both countries. Recommendations for implementing quality management in the United States and Mexico are provided.