Abstract

OSORIO GOMEZ, Juan Carlos; CRUZ GIRALDO, Erika Vanessa  and  ROMERO VEGA, María Clara. IMPACT OF ISO 9001 CERTIFICATION IN THE CLINICS OF CALI CITY, COLOMBIA. Innovar [online]. 2016, vol.26, n.59, pp.35-46. ISSN 0121-5051.  https://doi.org/10.15446/innovar.v26n59.54321.

The rise of ISO 9001 has meant that not only manufacturers but also service organizations get involved into such certification processes. However, the question whether the organization actually gets a real benefit from implementing and certifying its quality management system according to this standard remains on the stage. Based on such questioning this research project has been developed, seeking to measure the impact of ISO 9001 certification on the clinics of Cali city, Colombia, focusing primarily on issues of quality and competitiveness of these companies. To do this, certified clinics in the city were contacted. By direct information provided by these entities, it was possible to determine the degree of impact achieved by them in the above respects. It is worth mentioning that all participating clinics in the process have had a positive impact on their indicators from obtaining ISO 9001 certification. Besides, the defined indicators and instruments used for this project can be easily adjusted for the same purpose in other sectors and in all types of organizations.

Clasificación JEL: I11, L80, C38.

Keywords : ISO 9001 Certification; impact on productivity; impact on quality; clinics; service organizations.

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