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.
Highlights
Nowadays, companies need to adapt to an increasingly competitive market due to the globalization of the economy
The data were extracted from the standard, following the established guidelines, and they were transformed into knowledge with the help of an expert human in quality management, who contributed with his experience and validated that the final extracted knowledge was consistent with the domain
The results confirm that the final objective is achieved, and that we provide a methodology to extract knowledge that can be connected to a system capable of evaluating other processes
Summary
Companies need to adapt to an increasingly competitive market due to the globalization of the economy. In this situation, quality in products and processes is one of the main strategies adopted by organizations [1]. Stakeholder engagement is key to achieving these goals and an important component of good corporate governance. This requires the participation of stakeholders in the sustainable use and management of resources, training, communication, and awareness of the problems. This is one of the reasons why organizations often implement quality management systems (QMSs)
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