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Estudios Gerenciales

Print version ISSN 0123-5923

Abstract

NAVA CARBALLIDO, VÍCTOR MANUEL  and  RIVAS TOVAR, LUIS ARTURO. Performance in implementation of ISO 9001:2000 in Mexico certified organizations. estud.gerenc. [online]. 2008, vol.24, n.108, pp.107-128. ISSN 0123-5923.

This research describes the status of certification in Mexico in ISO 9001:2000. After a review of the state of the art, is validated a model that relates four independent variables: Evaluation of the strategy, Motivation, Process Implementation and Control Strategic and their impact on the dependent variable organizational performance. The research was applied in 96 Mexican organizations. As a result, it is shown that the performance of an organization improves when it implements a program of ISO 9001:2000, if the organization has active motivation. The organizational performance was measured as an improvement in quality (0,81), a decrease in cost (0,83), an increase of sales (0,88) and an improvement in customer satisfaction (0,82). Based on the evidence found an empirical model is proposed.

Keywords : ISO 9001: 2000; certification; quality; Mexican enterprises; organizational performance.

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