La calidad de la consultoría especializada en ISO 9000: un modelo de evaluación
Keywords:
calidadAbstract
El crecimiento en el número de certificaciones en el estándar del sistema de calidad ISO 9000 ha provocado un fuerte impulso en la demanda de servicios de consultoría especializados en estos sistemas. Este artículo analiza el perfil del consultor ideal. Para ello se parte del modelo ya clásico de medición de la calidad en los servicios –SERVQUAL– y se adapta al caso. A través de un análisis factorial confirmatorio se concluye que hay tres dimensiones a tener en cuenta al analizar a un consultor: su calidad como persona, su capacidad para cumplir plazos y finalmente elementos de tipo tangible.
ABSTRACT
The growth of the certifications of the standard quality system ISO 9000 has caused an increase in the consultancy service specialized in ISO 9000 demand. This article analyzes the profile of the ideal consultant. A classic service quality model –SERVQUAL– has been adapted to this case. A confirmatory factor analysis leads to the conclusion that there are three dimensions to be taken into account: his or her quality as a person, his or her capability to fulfil deadlines and lately tangible elements.
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