MATURITY OF THE QUALITY MANAGEMENT SYSTEM AND DEALING WITH CRISIS SITUATIONS

Abstract

The aim of this article was to analyze how organizations with an implemented ISO 9001 quality system responded to the crisis caused by the Covid-19 pandemic. For the purpose of the study, a set of questions was developed to enable a simplified assessment of the QMS maturity level. Next, it was verified how organizations with different levels of quality culture coped with the reorganization forced by the restrictions associated with the outbreak of the pandemic. As a result, it was confirmed that there is a relationship between QMS maturity and the implementation of actions that can be described as systemic. It was also found that the involvement of top management and the motivating and supporting role of the quality management representative were the factors that had the greatest impact on taking action in a crisis situation.

Keywords

• quality management system
• pro-quality culture
• restrictions
• crisis