Integración de sistemas de gestión en empresas murcianas y efecto de la ISO 9001 en la resistencia a las crisis

Résumé

The integration of standardized Management Systems (MSs) is seen by many managers as a fundamental strategy to improve the operational efficiency and organizational resilience of companies that have implemented several management systems based on ISO standards (e.g., ISO 9001, ISO 14001, ISO 45001 and others). Through an exhaustive review of the literature and a detailed analysis of the selected firms, it is examined how the ISO 9001 standard, supposedly focused on quality and continuous improvement, can contribute to organizations being able to respond effectively to crisis situations. By exploring the variables that affect the financial performance of firms both within the industrial sector and the service sector, it has been possible to isolate the factors that may condition operating results depending on the type of firms. On the other hand, the integration of standardized MSs into a single system at different times is investigated to determine how integration was managed, through which processes and / or tools it was carried out and how audits were carried out to understand how the interaction of these standards and systems´ integration can further enhance organizational resilience and a better disposition towards continuous improvement. The findings of this thesis offer valuable insight into the relationship between ISO 9001 and crisis resilience, providing firms with a solid framework to improve their ability to face unexpected challenges. This study contributes to the growing body of knowledge in quality management and crisis management while offering practical guidelines for the successful implementation of an integrated management system that strengthens the ability of firms to implement, manage and audit a single integrated management system. The implementation of the ISO 9001 standard does not make sense if it does not contribute to improving results and, once implemented, its integration with other standards can contribute to improving these results even more. This thesis addresses both problems.