Cultura organizacional enfocada al cliente y su relación con la iso 9001-2015 en ACR proyectos
Journal Title: Revista Científica Retos de la Ciencia - Year 2023, Vol 7, Issue 14
Abstract
At ACR Projects, unsatisfied clients have been identified since there is little motivation and poor leadership among its staff, compromising ISO 9001:2015 certification. The article's objective is to analyze organizational culture (OC) and compliance with ISO 9001:2015. This qualitative-quantitative research applies an exploratory (EFA) and confirmatory (CFA) factorial analysis, carried out with the Denison questionnaire for OC and an ISO 9001:2015 audit checklist, to determine the perception of their OC and compliance with the norm. The main results showed that the company encourages long-term orientation, aligning with strategic purposes, and invests in organizational learning, emphasizing customer service. However, some staff perceives that customer requirements are ignored in management decisions. In addition, the staff considers the OC as a fundamental pillar in implementing the standard. From the EFA and CFA, a Kaiser-Meyer-Olkin (KMO) value of 0.775 was obtained, and 59.3% of the total variance was explained in five factors to achieve better results, among them the most notable is factor 1, revealing 15.8% associated with questions related to the achievement of goals and objectives, which explains the OC and its relationship with the ISO 9001: 2015 standard. The study suggests that corrective actions are essential for any company to provide better customer service, reflecting in satisfied users and generating a positive impact on the performance of its staff.
Authors and Affiliations
Andrés Darío Vargas Badillo
Keywords
Related Articles
- EP ID EP711950
- DOI https://doi.org/10.53877/rc.7.14.2023010104
- Views 68
- Downloads 0
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