infonavit

This paper explores the evolution in the definition of ―quality‖ at the National Institute of the Found for Housing of the Workers (Infonavit). Infonavit is a Mexican organization created to collect a compulsory social security contribution aimed to finance low interest mortgages for private sector workers. In 2000, Infonavit began a deep transformation that included increasing the quality of service. However, the challenge of offering housing that provides quality of life to their owners required the coordination and induction of certain behaviors among a wide array of actors, including municipal authorities, private developers and beneficiaries. Therefore, service quality had to be reinterpreted beyond compliance with standards and client satisfaction in order to improve the coordination between public, private and social actors. Initiatives such as increasing information and transparency, offering nudges and articulating needs are discussed as means used by Infonavit to improve t...