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

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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.

Suggested Citation

  • Rodríguez Escobar, Javier Alfonso & González Benito, Javier, 2003. "Un estudio de la insatisfacción generada por la certificación ISO9000 en la pequeña empresa," Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". 2003-11, Interuniversity Research Master and Doctorate Program (with a quality mention of ANECA) on "Business Economics", Universities of Valladolid, Burgos, Salamanca and León (Spain). Until 2008, Interuniversity Doctorate Program (with a quality mention of ANECA) “New trends in Business Administration”, Universities of Valladolid, Burgos, and Salamanca (Spain). Master en Investigación y Programa de Docto.
    • Handle: RePEc:ntd:wpaper:2003-11
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    Keywords

    Certificación ISO9000; beneficios; pequeña empresa.;
    All these keywords.

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