Information management, knowledge management and quality management in organizations

The information age, the explosion of its technology, the live stage in which humanity has achieved a development unpredictable, everyday differences are greater social, political and economic.We talk constantly about the information society, the step is visible in industrial societies and knowledge posindustriales where progress is essential knowledge.

This new society, learning-based organizations, whose capital the most precious is human, is based on an unprecedented technological development, is the point at which the large companies plan their products according of knowledge management and the viability of its extraction.In this context it should be understood that the information technologies and telecommunications are but a means to transmit and manage data, information and knowledge, knowledge is fundamental to creating wealth. In the information age, one of the main problems is its excess, it is necessary to invest much time she had, among other things, the release mechanisms regulatorios on existing publications, primarily as a result of the emergence and development of the Internet, for this reason it is common to find a significant number of publications redundant and low quality mixed with other important and strong, difficult to find information from the noisy mess.

There are multiple definitions for the same concept, for example, there is a multitude of definitions, which as a whole are fairly disparate and in many cases ambiguous. This should be one hand, the approach with which defined the concept (cultural, organizational and technological), and another, the fact that there are different approaches, depending on its application to specific cases reals.1 information is fundamental for development, with decursar the years, the management of information at hand, increasingly more space on the economies of countries worldwide.Barbara Spiegelman, in making the immediate need to implement models for total quality management in institutions of information, 2 reveals the close relationship between information management, knowledge and quality in the task an organization.

With the emergence of organization theory, he emphasized the importance of information. An organization is a system made up of people, material resources and information. The latter determines the order "and chaos" among the three individuals, resources and people in the inter-resources. For this reason, should be considered as the organizations information systems.The impact of economic, political, cultural, technological and others has caused a revolution in the field of information management in organizations, 4 were then transformed the rules, concepts, procedures, behavior, and the products and services, a new attitude permeates the daily task of screening and development of information activities, arguably the new management model is based on essential management information.

An institution is an organization knowledge, which means a set of processes, manages the capabilities, provides teams with resources for solving problems efficiently in the shortest possible time, with the ultimate goal of obtaining sustainable competitive advantages in time and increase profits.In this sense, Gilberto Sotolongo said that "the information management deals with the final results, not just dates and locations" .

Fernández-Molina corroborated when he says that information professionals and their institutions are a factor essential to the permanence of the organization mercat.

Knowledge management is the management of intangible assets that add value to the organization at the time of obtaining core competencies and distinctive capabilities. In the world of information services, the ideas of quality should not be linked only with the possession of technological resources. If the user / client does not receive the services as requested by him and wait, failure is certain. The tests to determine the quality of products and services are the result of the development of international standards, aimed to assist regional and national stakeholders to: suppliers, producers, marketers and customers in finding an instrument of consensus shared by the evaluation.

Some of the best known standards are ISO standards series 9000, 9001 and 9004. The ISO 9000 standards cover a rationalization of many different national approaches in this field, however, not until 1987, when it publishes the series ISO 9000, ISO-8402 attached to which are synthesized in the aforementioned approaches they cause Final internationalization of standards and quality systems, they went beyond the limits of the industrial sector, with the displacement of the global economy towards the services sector, they also penetrate into the latter.

Today it is common to speak of quality systems that work in their various categories, including health and informació.

The current editions of ISO 9000-9004 is a coherent set of standards for quality management, designed in a complementary manner, but that can be used as a separate document.The ISO 9000 standard describes the principles of quality systems and specifies the terminology systems gestió.

ISO 9001, for its part, the requirements for a quality management system, useful for their internal application for organizations. Focuses on the effectiveness of quality management system to meet the requirements of ISO 9004 client.

Guidance on a wider range of objectives for a quality management system standard that 9001, particularly continuous improvement of performance, efficiency and overall efficiency of the organization.It is recommended as a guide for those organizations which address the high want to go beyond the requirements of ISO 9001, seeking continuous improvement in performance


Conceptual Framework

Management: Coordinated activities to direct and control an organization.

Organization: Group of people and facilities available with certain responsibilities, authorities and relacions.

Quality: Degree to which a set of inherent characteristics (an object, product, service, etc..) fulfills a need or expectation established, generally implied or obligatòries.

Total Quality: It aims to raise the quality of all the results of the organization including financial management.These models seek excellence in the overall performance of the organization, ie, in all its resultats.

Knowledge is a set consisting of information, rules, interpretations and connections located within a context and experience, acquired by an organization, either an individual or institutional. The knowledge resides in only a connoisseur, a specific person who internalizes it.

Rational or Knowledge Management: The process by which it develops and maintains information structure, in order to transform it into an asset and critical to it available to a community of users, defined with the necessary security.Includes learning, information, skills and experience developed during the history of the organization .

Other authors define as a set of activities and practices aimed at more efficient acquisition of skills associated with knowledge and its proper use, in order to obtain the best results in the development activities of a organization.

Quality management: Coordinated activities to direct and control an organization's management system qualitat.

Quality: a system for managing and controllingorganization regarding the qualitat.

Information: Form of social existence in a consolidated source of knowledge determinada.

Information Management: Includes activities related to obtaining adequate information, at a price appropriate in time and place suitable for decision adient.

Learning Organization: Organizations where fitness is continuously growing human resources to achieve the results you want, cultivate new and expansive patterns of thinking, where collective aspiration collective freed and staff continually learn to learn in conjunt.

User / Client: Organization or person that receives a product or service as a result of information management.

Information, knowledge and quality management in organizations

Institutions are organizations that provide information services to its clients, individual or corporate, supposedly designed according to the demands and needs of users.Institutions are the main function of which is knowledge management, as referred to above includes the learning process, from a fitness open to change.

Peter Senge suggests five disciplines of organizational learning:

  • Systematic Thinking
  • Personnel domain
  • Mental Models
  • Shared Vision
  • Team Learning.

The learning-based organizations supporting their development in information management, organizations are par excellence of knowledge, they learn to feelings of belonging, of collective, which improve its culture as an organization, regardless of its ejecutividad, competitiveness and profit, to regenerate themselves through the creation of knowledge, learning from a system level.

In knowledge management there are common factors, essential for survival and progress of any organization, including identifying Innovation, Responsiveness, Productivity and Competition. Knowledge management as a process of identification, capture, organization and dissemination of key data and information necessary to help the organization respond to customer needs, look for the perpetuation and realization of the potential organizations. Organizations that develop a knowledge management have the following common features:

  • The ability to unite, to build a strong sense of identity.
  • Sensitivity to the environment in order to learn and adapt.
  • Tolerance to unconventional thinking and experience.
  • Caution financial resources to retain the flexibility necessary to ensure the current environment.

Although many organizations claim to be based on knowledge management, its use is almost nil in most of them, the systemic use of external information is practically non-existent or limited to monitoring the press.

Certain organizations, including all currently are unable to understand that information is a resource, a value or an asset like any other and as a resource that has features that make it similar or different to others, that is acquired at a cost own values, requires the control of its costs, has a life cycle, can be processed and there are substitutes for specific information

The information is to be distinguished: Expandable · Comprimible · Sustituible · Fuzzy · Shared

Some of these features can appear in other types of resources. Information services as part of the essential infrastructure for knowledge management, provide information, promote the generation of knowledge for finding solutions to problems faced by organizations, analyze their impact on the results of companies and influence the behavior of individuals to information.

The information management is linked with the generation and application strategies, establishing policies, as well as developing an organizational culture and social development aimed at the rational, effective and efficient information the objectives and goals of the companies in terms of performance and quality.The current strategies for managing information and knowledge should respond to new types of claims resulting from the emergence of Gerenciales latest trends in organizations.

In the creation of new systems of information management is essential to consider sources factográficas (data), documentaries and documentaries, computer systems, culture, information, models of communication, among other items. Based on the requirements of internal processes and work flows of information themselves, they all must lead to organizational knowledge management and implementation of quality management systems for the evaluation of results and projects of the institution.It requires also the incorporation of new values ​​to products and information services and dissemination of a well-directed, so that they reach those individuals and sectors of activity which generation or application of knowledge and decision making is more important for the company.

Knowledge management seeks to ensure that the organization have the information and skills necessary for their continuous adaptation to changes in internal and external environment.On the proper management of information and knowledge depends to a large extent, the implementation of quality management. The quality management according to international standard ISO 9004 is based on eight principles, developed with the intention that the high e-business uses for the liderear the organization towards improved performance.

They are:

  • Customer focus.
  • Leadership.
  • Participation of staff.
  • Approach to processes.
  • Approach to the management system.
  • Continuous improvement
  • Decisions taking based on facts.
  • Mutually beneficial relations with the supplier.

The successful application of which generates significant benefits to stakeholders, such as improving profitability, value creation and increased stability. The introduction of the ideas and principles of quality management led to a revolution in the philosophy of the administration. It includes strategic planning, resource allocation, planning, operations and assessments related to qualitat.

His practice is directed to design and produce satisfactory products and services provided by the client. The application of quality management, its settings evaluativos and their demands must be done globally and not fragmented, if you understand that quality is a result of integrating the management of information and knowledge, business / activities of the organization, functions, and in general, for all its members.

A proper information management in the context of management quality, reduce possible risks in the administration of the organization, such as decision making hasty, late or inconsistent, with products entering the market Non-competitive, among others, causing losses and reduce their competitiveness in the market. Get the necessary information, with the required quality is a crucial premise for the survival of businesses, if we consider that organizations increasingly shorten cycles and strategic decision making and change is continuous.

Is obvious that an efficient information management as part of implementing a policy of quality management, ensures that institutions not only provide efficient services for information, but that the organization obtain greater profits and a better competitiveness in the market. In terms of quality control, as the authors suggest that specialists Taylor set the standards, the employees/workers and supervisors to comply verify the results once the process; however, Deming and others emphasize the importance flexibility in the organization and implementation of quality management total. Also said that to improve quality, productivity and competitiveness need to make drastic changes and learn how to change.

Different groups of experts on issues of quality management agree on certain basics, for example, to implement a system of information management, quality or other specific impulse of the required address. Is your management team or the highest authority to set policy for the organization.In that process, it is essential the information generated by different sources and media, own the infrastructure of information that the organization possesses. It is the highest address of the company's first to be raising themselves, motivate themselves, convincing themselves and decide to make the necessary changes in policy in the organization.

It also suggests that it is essential that everyone in the organization, from top executives to employees less important part in quality control. The change in management philosophy involves the passing of customer requirements the first level of importance, among those considered at the time of design, manufacture and sell products and services.

Once established, policies should specify the goals, which must be expressed in figures and specific terms: staff required, costs, production volumes, delivery, etc.. Without quality information, not data or knowledge is impossible to manage quality. As quality management seeks continuous improvement throughout the organization level, it is easy to understand the importance of information for everyone involved. The provision of information, with a strong training program will be held in different areas, including identifying the principles that guide the management and operation of the organization, the need to process because of its contribution development and competitiveness of the organization, processes designed to control the quality of the organization, implementation, evaluation and monitoring processes procession is a set of activities that generate added value to information and the organization) and control quality.

One of the aspects of information management, based on the quality management is the identification of errors and their causes. Transparency in the flow of information ensures the implementation of approaches to quality management in the organization.Information is an important agent in the modification of existing behaviors in the organization, its proper management is an essential tool for decision making, staff training, product evaluation, determination of the errors and control processes. Information is a vital resource for the development of the organization.

The intangible nature of information has led many managers of the organization not to invest sufficient resources to information activities. Quality is an issue guidance, leadership, participation of employees and their formació.24 In any case, quality improvement is an endless process, which should take step by step and what can not expect immediate results.In today's world, knowledge management by the company acquires new features, determined by the information management and quality.

In most modern organizations, indisolublemente tied, information management, the knowledge and quality, these are organizations of excellence, where ethics, motivation and good performance pay increases and results in constant recognition of the companies.

As we reach the following conclusions:

  • No information, no data, it is impossible to do, manage.
  • Organizations flexible, agile and with greater ability to learn in an environment that changes quickly, show the best conditions for their survival, enhancement and achieving a higher level of competitiveness and quality.
  • A company with an appropriate information management, knowledge and quality is an organization of excellence.
  • The active management of information, knowledge and quality are three component parts of a single process, whose aim is the advancement of the organization (the existence of a condition to the other and vice versa .)
  • The quality management ensures the success of the organization in general.
  • Without management information, products and services, it is impossible to make decisions appropriate to trace the design processes and policies of the organization.
  • The link between the managers, resources and processes in the context of quality management ensures the market position and competitiveness of the organization.
  • The information management not only achieved with respect to management processes in general, but from the achievements of groups and teams that provide the knowledge and intelligence.
  • The management of information, depending on quality management, geared largely towards the identification of errors and their causes.



The different meanings of the term information management, knowledge management, and quality management are analyzed, as well as institutions and their relation to the information activities. It is demonstrated that the existence of one of them implies the presence of the others, if the information is considered as an institution organization of knowledge and excellence.





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