Evaluación del impacto de la norma ISO 9001:2015 en las variables de productividad y satisfacción de clientes en mi pymes colombianas del sector agroalimentario.

Abstract

The following research seeks to identify and evaluate the impact that certification under the ISO 9001 standard has on Colombian MSMEs in the agri-food sector in the variables of productivity and customer satisfaction, which may affect or benefit their organizational performance. Therefore, this document presents the concepts and evolution of quality in Colombia and identifies the entities that ensure the quality of the products and services offered by companies in the sector. It also provides the current context of the agri-food sector in Colombia and all the elements involved in it, such as subproducts, figures, and relevant data for the research. Regarding MSMEs, it describes their structure and participation in this sector and in quality certifications. Likewise, a review of the study variables, namely productivity and customer satisfaction, is included in order to better understand their context and to develop an appropriate methodology for their measurement and for the development of the proposed study. The purpose is to obtain a clear overview and determine whether benefits are present or not in these two variables as a result of ISO 9001 certification.