Multicriteria model for selecting TQM consultancy and certification services

Abstract

Purpose

The purpose of this paper is to establish the need and the importance of adopting a structured model to support the decisions by using a multicriteria focus to guide drawing up a methodological framework. In addition, this study considers the maturity level of the organization, and the importance of continuous improvement after implementing ISO 9001.

Design/methodology/approach

This study presents a scientific technical foundation of the qualifying and selection criteria of the consultancy and Accredited Certification Body (ACB) by using ISO standards, and the guidance document CB25, which is related to quality. Finally, a numeric application with realistic data is undertaken using the PROMETHEE II method, and the GAIA plan.

Findings

The development of this study provides a new insight into the importance for selecting consultancy, and certification services in order to implement quality management systems within organizations.

Research limitations/implications

The current study is limited to the quality management services. If necessary to apply the same model to other areas, it is necessary looking for documents and regulations of this field. In addition, this model is focussed on a model for small or medium companies, which are still trying to achieve a higher position in the sector, and do not have experts in quality management.

Originality/value

The differential of this study is the foundation of the criteria for the proposed model. Other studies choose these criteria without any scientific basis. On the other hand, this study goes over many documents.

Citation

Tavares de Aquino, A. and Maciel de Melo, R. (2016), "Multicriteria model for selecting TQM consultancy and certification services", Benchmarking: An International Journal, Vol. 23 No. 7, pp. 1736-1750. https://doi.org/10.1108/BIJ-05-2015-0049