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.
Highlights
In a world of increasingly more globalized and competitive economies, reaching quality products and processes are one of the main strategies adopted by companies [1]
The research finding echoes with the benefits of ISO 9001 certification and implementation and the factors that affect the efficiency of performance in the organization, is that, continuous improvement is, the focus on customer satisfaction and the prevention of non-conformities, such as the effects about operational and market and financial performances; as well as the use of expert systems, emphasizing its use in areas of quality for firm performance improvement and efficiency of processes
It is here where our tool contributes to the management and optimization of the customer satisfaction
Summary
In a world of increasingly more globalized and competitive economies, reaching quality products and processes are one of the main strategies adopted by companies [1]. Porter considered that a product differentiated by quality and design ensures buyer loyalty. One that is poorly differentiated will allow substitutions of equal or low cost [2]. Customer’s satisfaction is one of the fundamental objectives of organizations today. Companies are improving in areas close to the customers such as quality and attention to the customer. In many cases, this is one of the reasons why firms often implement quality management systems. Firms are aware that a happy customer will be
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