A Framework to Support the Process of Measurement of Customer’s Satisfaction According to ISO 9001

Abstract

Each time more companies seek to differentiate themselves from their competitors. For this, they resort to company certification through standards such as ISO 9001 or EFQM. The quality norms permit business to improve process management and production and reduce the lack of knowledge. Therefore, the main objective of this research is to propose a framework to support the process of improving customer's satisfaction according to ISO 9001. To achieve the main objective, the methodology of the design science research process has been followed. First, the problems in the evaluation of customer's satisfaction required by ISO 9001 have been analysed. Second, an expert system has been developed to evaluate the process. To end, the system has been validated. The results suggest that this system facilitates continuous improvement in organizations, providing the customer's vision of the organization, and making possible the implementation of actions oriented to retain customers. This study presents important managerial implications. Insights from this research allow us to offer recommendations that can help practitioners and managers interested in the implementation of expert systems, to focus in quality processes that can increase the chances of a successful adoption.

Keywords

• Artificial intelligence
• expert system
• balanced scorecard
• quality
• processes
• ISO 9001