Modelo multicriterio para determinar el beneficio derivado de la implementación de un sistema de gestión de calidad según la norma ISO 9001:2000

Abstract

Manufacturing companies are implementing quality management systems ISO 9001:2000 forced by market demands or competition but, after the implementation process the question arises whether or not a profit has been generated and which indicators where improved. A multicriteria model (based on Analytic Hierarchic process - AHP)) to measure the achievement of benefits associated with the system quality management is developed in this paper. This methodology is used in a group of manufacturing companies located in Valle del Cauca - Colombia to define the level of benefits achieved by them. The methodology is reproducible in any organization and it seeks to help directing efforts in making business decisions regarding the implementation of a system quality management.