РОЛЬ МАРКЕТИНГУ В СИСТЕМІ УПРАВЛІННЯ ЯКІСТЮ

Author(s):  
Оксана Лисенко
Keyword(s):  
Iso 9000 ◽  

У статті розглянуто роль і функції маркетингу в міжнародних стандартах ISO серії 9000. Проаналізовано взаємозв’язок положень стандартів ISO 9000:2015, ISO 9001:2015 і основних принципів маркетингової політики підприємства. Акцентовано увагу на тому, що головний взаємозв’язок маркетингу із вказаними стандартами простежується через чітку орієнтацію на замовника. Описані процеси та етапи роботи маркетингової служби в межах системи управління якістю, зокрема щодо забезпечення задоволеності споживачів, розуміння їхніх поточних і майбутніх потреб та очікувань, пов’язування із цим цілей підприємства, взаємодії із замовниками для досягнення сталого успіху. Обґрунтовано, що маркетингові інструменти потрібно розглядати в максимально широкому сенсі, адже від їхньої ефективності залежить досягнення компанією головної цілі системи управління якістю – задоволення потреб споживача.

10.12737/573 ◽  
2013 ◽  
Vol 1 (2) ◽  
pp. 106-117
Author(s):  
Анастасия Арасланова ◽  
Anastasiya Araslanova

This article examines international and Russian experience of quality control, in particular ISO 9001:2000 (GOST R ISO 9000–2001), TQM/TQE, EFQM, CHEPS, to ensure the quality as the most important means of achieving the competitiveness of national educational institutions. Quality control is needed in the long term, in order to unify the processes of control, security and guarantee the quality of educational services.


2015 ◽  
Vol 27 (5) ◽  
pp. 503-518 ◽  
Author(s):  
Changiz Valmohammadi ◽  
Mohsen Kalantari

Purpose – The purpose of this paper is threefold, first to investigate if ISO 9001 certified companies in an Iranian province (Kermanshah) perform better than non-certified ISO 9001. Second, what is the main motivation of the manufacturing companies of Kermanshah province on obtaining ISO 9001 certification, i.e., internal or external motivations. And finally, if ISO 9001 certified companies with high scores of internal motivations, show better levels of performance in comparison with certified companies obtaining low scores of internal motivations. Design/methodology/approach – A survey questionnaire was distributed to the 350 companies with ISO 9000 certification, and a total of 287 usable responses were returned. Using a structural equation model, this study empirically examines the relationship between ISO 9000 implementation and firm performance, and the moderating role of firm motivation on organizational performance. Findings – The results demonstrate that ISO 9001 certified companies show better organizational performance than non-certified ISO 9001 companies and internal motivations play more important role on obtaining ISO 9001 certificate than external motivations. Also ISO 9001 certified companies with high scores of internal motivations show better levels of performance than those ISO 9001 certified companies with low scores of internal motivations. Research limitations/implications – The sample is restricted to only a single region and manufacturing, so it would be strongly recommended that data be gathered from various parts of Iran including both manufacturing and service industries. As in this study the data gathered were cross-sectional, it is recommended in order to gain deeper understanding of the cause-and-effect relationship among the variables data to be gathered longitudinally. Originality/value – This study represents a first attempt to construct a conceptual framework that integrates the motivations behind implementing ISO 9000 certification, and ISO 9000 performance in the context of Iran and gives a particular focus on the Iran manufacturing companies.


2021 ◽  
Vol 27 (3) ◽  
pp. 217-222
Author(s):  
Katarzyna Midor ◽  
Grzegorz Wilkowski

Abstract The ISO 9000 series of standards are among the best-known standards developed by the International Organisation for Standardisation ISO. They provide guidance and guidelines for companies and organisations that want their products and services to satisfy customer requirements and their quality to be continuously improved. However, the need for recertification of the Quality Management System (QMS) based on ISO 9001 is increasingly being discussed by managers. The questions asked are: is it necessary to have such a certificate in order to maintain high product quality and customer satisfaction? What is the balance of benefits and losses for maintaining a certificate of this standard? The authors of the paper will try to answer these questions based on the experience of a medium-sized metal manufacturing company.


Revista EIA ◽  
2019 ◽  
Vol 16 (31) ◽  
pp. 225-239
Author(s):  
Frank Nicolás Delgado Moreno ◽  
Pascual Rueda forero
Keyword(s):  
Iso 9000 ◽  

Introducción: Las certificaciones con las normas de la calidad ISO 9000 se han incrementado y expandido en Colombia. En consecuencia, estudios han sido realizados por investigadores en diferentes países con el fin de conocer el impacto de la implementación de las normas ISO 9000 en las empresas. Sin embargo, pocos estudios han sido realizados para medir la calidad después de la implementación de estas normas. Objetivo: esta investigación se enfocó a explorar la medida de la calidad de un caso de estudio en Colombia después de la implementación de las normas ISO 9000. Materiales y Métodos: el caso de estudio está representado por una empresa certificada con la norma ISO 9001, la cual  poseía el Premio Colombiano a la Calidad de la Gestión y Premio Iberoamericano de la Calidad. El método se basó en enfoque cuantitativo con alcance de tipo exploratorio y diseño de investigación no experimental-transversal con un tipo de muestra no probabilístico-intencional. Resultados: el caso de estudio presentó calidad de incompetencia mundial. Conclusión: la certificación ISO 9001 no aseguró la calidad de los procesos. Se deben implementar técnicas que mejoren la calidad  de los procesos de la organización y fortalezcan la implementación de la norma ISO 9001. 


Signos ◽  
2015 ◽  
Vol 5 (2) ◽  
pp. 15
Author(s):  
Javier Giraldo

<p>Este estudio es producto de una investigación cualitativa hermenéutica que buscó comprender los aportes de la psicología organizacional y del trabajo (POT) a la conceptualización e instrumentalización de los sistemas de gestión de la calidad (SGC) modelo ISO 9001, acudiendo a la búsqueda de términos relativos a la gestión y principios (categorías deductivas) contemplados en la NTC ISO 9000. La investigación se realizó mediante la consulta de 23 revistas colombianas de psicología indexadas (desde 1992 a 2012), por medio del análisis de contenido y la interpretación de frases con sentido de 86 artículos pertinentes en relación con las temáticas aquí abordadas. Se halló que la POT hace referencia frecuentemente a los términos relativos a la organización (y dentro de esta al ambiente de trabajo) y a la calidad (en la cual predomina el concepto de “competencia”). Esto, a su vez, se relaciona con los temas presentes en la POT (categorías inductivas), identidad (los SGC como constructos sociales que median, en gran medida, lo identitario y la calidad de vida de las personas y la sociedad) y el clima organizacional –(léase en los SGC como ambiente de trabajo). Se reconocen aportes de la POT en lo conceptual, instrumental y crítico a los SGC modelo ISO 9001. Igualmente, se hace evidente la brecha, ya que desde la POT se concibe a los SGC modelo ISO 9001 como un tema instrumental y cuantitativo positivista, de ahí la baja sinergia entre estos, lo cual revierte en la dificultad para la ontextualización y el cumplimiento de su responsabilidad social.</p>


2017 ◽  
Vol 12 (Number 1) ◽  
pp. 43-50
Author(s):  
Mohd Akhir Ahmad ◽  
Rosman Iteng ◽  
Che Azlan Md Taib ◽  
Alias Mat Nor

Quality management system (QMS) ISO 9000 is a major contribution to achieving local and global competition in the industry. Applying the principles of quality management system and adoption of risk management strategies can help the organization sustainablein their business. Moreover, identifying at early stage thepotential risk can have consequentialresultssuch as eliminatingdefects, reducing cost, meetingcustomer satisfaction and also promotingorganization sustainability. In this study, a modelthathas tendency on how the risk management in the new revision of quality management system (QMS) ISO 9001:2015 can influencethe organizational performanceis conceptually proposed.


2018 ◽  
Vol 35 (10) ◽  
pp. 2248-2271 ◽  
Author(s):  
Andreas P. Kakouris ◽  
Eleni Sfakianaki

Purpose The purpose of this paper is to explore the association between ISO 9000 certification and business performance for small-to-medium enterprises in the food and beverage (F&B) industry. Design/methodology/approach The research employed a qualitative approach based on case studies to investigate in depth how companies perceive ISO 9001. More specifically, four enterprises were examined, and a total of 26 semi-structured in-depth interviews were conducted with top and middle managers from the companies. Questions were validated by experts and through pilot interviews. In total, 45 documents of a broad range related to the quality management system were examined. Personal observation and non-structured consultation with personnel were also used to evaluate the possible impacts and livelihood outcomes. Findings Research findings showed that the certified companies in the F&B industry gain a number of both internal and external benefits, including: quality awareness, increased productivity, increased personnel participation and efficiency, improved image and penetration into new markets. Regarding the financial benefits of certification, the findings are not as convincing, as one company reported no financial benefits, and the rest reported that financial benefits are indirect and intangible. Conclusively, it can be said that SMEs that wish to pursue certification should certainly expect benefits. Practical implications Although many studies have concentrated on analyzing the impact of the implementation of ISO 9001 certification, there is still a clear need for research in specific sectors. Practicing managers and researchers will be able to examine findings in order to evaluate benefits and weaknesses from certification, thereby identifying and acting before and after certification. Originality/value Although the F&B industry has shown a great preference for the ISO 9000 standard and has adopted it extensively, scant empirical evidence has been recorded on the subject. This paper contributes to a better understanding of the benefits for implementing the ISO 9001 certification and to the analysis of its application to the ever-important F&B industry in Greece, a country whose economy is particularly supported by SMEs and has been severely hit by the economic crisis. Researchers will therefore further their knowledge, understand benefits but also acknowledge weaknesses.


2017 ◽  
Vol 35 (2) ◽  
pp. 176-190 ◽  
Author(s):  
Laith Hadidi ◽  
Sadi Assaf ◽  
Khalaf Aluwfi ◽  
Hassan Akrawi

Purpose ISO 9001 is an international specification that provides certification for quality management systems (QMSs) after careful external auditing. However, certified companies rarely evaluate their quality systems after being certified. The certificate needs to be renewed periodically where companies are encouraged to evaluate their gained benefits and improve their QMS’s deficient areas. The purpose of this paper is to provide a method of evaluation based on the level of customers’ satisfaction over five metrics (reliability, assurance, tangible, empathy, and responsiveness). Design/methodology/approach The methodology enables to benchmark the current level of satisfaction with prior levels of satisfaction before the ISO 9001 certification. The methodology is applied for the QMS pertinent to the design services (DS) for a large public company in Saudi Arabia. Three case studies were undertaken on the DS for large-scale construction projects. Findings The results were compared between year 2008 (total of 77 projects) and year 2011 (total of 39 projects). The results show that the ISO 9001 certificate may not always demonstrate an evidence of improving customers’ satisfaction levels and, hence, a gap analysis should be implemented to define possible areas of improvement. Research limitations/implications This work is limited to the construction industry. In specific, it addresses only the customer satisfaction related to the design management services. However, Saudi Arabia is known to host many large scale organizations that are heavily involved in international business trade. Hence, the authors believe that the Saudi industry can leverage their practices up to the international standards and similarly the international practices can accommodate some of the best practices in Saudi Arabia. Originality/value It is a general perception in the industry that ISO 9000 implementation will mean good quality products. This work provides the argument that the ISO 9000 implementation should be tested on a regular basis to validate this perception. It shows that in some cases the ISO 9000 did not improve the customers’ satisfaction and, hence, the need arises for gap analysis to modify the QMS.


Sign in / Sign up

Export Citation Format

Share Document