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An Intelligent Framework for the Evaluation of Compliance with the Requirements of ISO 9001:2015

Author

Listed:
  • Jose Andres-Jimenez

    (Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain)

  • Jose-Amelio Medina-Merodio

    (Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain)

  • Luis Fernandez-Sanz

    (Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain)

  • Jose-Javier Martinez-Herraiz

    (Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain)

  • Estefania Ruiz-Pardo

    (Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain)

Abstract

A quality management system (QMS) allows an organization to analyze the needs of its customers and to define the appropriate processes for efficient production and service delivery. Customer satisfaction is an important part of this system, with a significant impact on its corporate sustainability. The purpose of this research is a proposal for assessing whether the QMS of an organization meets the requirements defined in the standard ISO 9001:2015. The development of the proposal follows a methodology based on the paradigm of design science research where we identify the problem and the motivation and the objectives are defined as a solution to the problem, and as a consequence, we developed an expert system based on a previously identified ISO 9001:2015 process map and transferred it to a knowledge base. The system allows the determination of the degree of compliance with the requirements of the standard: this provides valuable information to organizations, allowing them to implement improvement measures. The expert system is limited in terms of the set of identified inputs, outputs, and acceptance criteria, but its effectiveness was demonstrated through the evaluation of the system.

Suggested Citation

  • Jose Andres-Jimenez & Jose-Amelio Medina-Merodio & Luis Fernandez-Sanz & Jose-Javier Martinez-Herraiz & Estefania Ruiz-Pardo, 2020. "An Intelligent Framework for the Evaluation of Compliance with the Requirements of ISO 9001:2015," Sustainability, MDPI, vol. 12(13), pages 1-23, July.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:13:p:5471-:d:381358
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    References listed on IDEAS

    as
    1. Haili Zhang & Michael Song & Huanhuan He, 2020. "Achieving the Success of Sustainability Development Projects through Big Data Analytics and Artificial Intelligence Capability," Sustainability, MDPI, vol. 12(3), pages 1-23, January.
    2. Ionut Viorel Herghiligiu & Ioan-Bogdan Robu & Marius Pislaru & Adrian Vilcu & Anca Laura Asandului & Silvia Avasilcăi & Catalin Balan, 2019. "Sustainable Environmental Management System Integration and Business Performance: A Balance Assessment Approach Using Fuzzy Logic," Sustainability, MDPI, vol. 11(19), pages 1-30, September.
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    Cited by:

    1. Renáta Cződörová & Jozef Gnap, 2023. "Investigation of the Effectiveness of the Introduction of the Quality Management System According to the ISO 9001 Standard in Transport Companies: Slovakia Case Study," Sustainability, MDPI, vol. 15(3), pages 1-16, January.

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