An Intelligent Framework for the Evaluation of Compliance with the Requirements of ISO 9001:2015

Jose Andres-Jimenez, Jose-Amelio Medina-Merodio, Luis Fernandez-Sanz, Jose-Javier Martinez-Herraiz and Estefania Ruiz-Pardo
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Jose Andres-Jimenez: Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain
Jose-Amelio Medina-Merodio: Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain
Luis Fernandez-Sanz: Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain
Jose-Javier Martinez-Herraiz: Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain
Estefania Ruiz-Pardo: Computer Science Department, Higher Polytechnic School, University of Alcalá, 28871 Alcalá de Henares (Madrid), Spain

Sustainability, 2020, vol. 12, issue 13, 1-23

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.

Keywords: quality management system; ISO 9001; knowledge processes; knowledge-based systems; sustainability (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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