INFLUENCE OF QUALITY MANAGEMENT OVER INNOVATION PERFORMANCE THROUGH KNOWLEDGE MANAGEMENT. A CASE STUDY ; Influencia de la gestión de la calidad en los resultados de innovación a través de la gestión del conocimiento. Un estudio de casos ; INFLUÊNCIA DA GESTÃO DA QUALIDADE NOS RESULTADOS DE INOVAÇÃO POR MEIO DA GESTÃO DO CONHECIMENTO. UM ESTUDO DE CASOS

The aim of this paper is to analyze the influence of Quality Management over innovation through Knowledge Management. The methodology used is the case study, using primary data (in-depth interviews, personal interviews and questionnaires, and direct observation) and secondary data (internal and external documents) of five service companies. Results show that Quality management has a positive impact on innovation through Knowledge management, which can be a mediating element. Thus, the analyzed companies with a higher degree of Quality Management - that is, companies that further develop quality management practices (leadership, quality planning, personnel management, process management, information and analysis, customer orientation, supplier management and product design) - obtain higher results in innovation (process and product) through practical Knowledge management (creation, storage and transfer, and application and use of knowledge). In this sense, the main contribution of this research is to provide information about the mediating role of Knowledge management in the relationship between Quality management and innovation. Likewise, for companies with a lower level of Quality management, the results of this study contribute at improving their levels of innovation, using as an example the practices of companies reporting the highest levels of Quality management. ; El objetivo de este artículo es analizar la influencia de la gestión de la calidad en la innovación a través de la gestión del conocimiento. La metodología utilizada es el estudio del caso, utilizando datos primarios (entrevistas en profundidad -entrevista personal y cuestionario- y observación directa) y secundarios (documentos internos y externos) de cinco empresas de servicios. Los resultados muestran que la gestión de la calidad impacta positivamente en la innovación a través de la gestión del conocimiento, que puede ser un elemento mediador. De este modo, las empresas analizadas que tienen un mayor grado de gestión de la calidad -esto es, que ...