Un estudio de la insatisfacción generada por la certificación ISO9000 en la pequeña empresa

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Un estudio de la insatisfacción generada por la certificación ISO9000 en la pequeña empresa

Author Info

Rodríguez Escobar, Javier Alfonso () (Departamento de Administración y Economía de la Empresa, Facultad de Economía y Empresa, Universidad de Salamanca)
González Benito, Javier () (Departamento de Administración y Economía de la Empresa, Facultad de Economía y Empresa, Universidad de Salamanca)

Abstract

El objetivo de este estudio es analizar la insatisfacción generada por la certificación ISO9000 en la pequeña empresa. La certificación es sólo una prueba de que la empresa, tras cumplir unos requisitos y ajustarse a una serie de procedimientos, ha puesto en marcha un sistema de gestión de la calidad. Sin embargo, se le han atribuido beneficios y ventajas por encima de sus posibilidades, lo que ha llevado a las empresas a generar expectativas que pocas veces son alcanzadas. Estos razonamientos se confirman sobre una muestra de 131 empresas certificadas en Castilla y León, en la que además se estudia el efecto que tiene la antigüedad como empresa certificada en la realización de ventajas y la satisfacción de expectativas. The aim of this research is to analyse the dissatisfaction that ISO 9000 has created in small companies. Certification is only a guarantee that the company is using a quality management system according to a list of requisites and procedures. However, the benefits that have been attributed to ISO 9000 have often been overstated, so that companies tend to generate high expectations that are difficult to realize completely. This idea is tested over a sample of 131 small certified companies in Spain. The effect of time on the achievement of advantages and the satisfaction of expectations from ISO 9000 is also tested.

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Paper provided by Interuniversitary Doctorate Program "New Trends on Business Administration", Universities of Valladolid, Burgos and Salamanca (Spain). Programa de Doctorado Interuniversitario "Nuevas Tendencias en Dirección de Empresas", Universidades de Valladolid, Burgos y Salamanca (España). in its series Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". Working Papers "New Trends on Business Administration". with number 2003-11.

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Length: 18 pages
Date of creation: Dec 2003
Date of revision:
Publication status: Published in Total Quality Management & Business Excellence, vol. 17, no. 4, 2006, pages 507-**, with the title "An analysis of the degree of small companies' dissatisfaction with ISO 9000 certification".
Handle: RePEc:ntd:wpaper:2003-11

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