Assessment of Quality Management Systems of Service Companies

Abstract

Decision-making in the formation of quality management systems for compliance with the requirements of the international standard ISO 9001:2015 should be a strategically important area of activity for enterprises in the service sector, and should be based on the use of effective methods, measures, methodology, and other quality management tools. The aim of this article is to study the existing methodological approaches to the evaluation of the quality management systems of enterprises and to develop effective practical tools for their application in the field of engineering services. The existing methodological approaches to the evaluation of the quality management systems of enterprises are considered, and attention is focused on the advantages and disadvantages of each of them. Directions for the estimation of the quality management systems of enterprises in the sphere of engineering services on the basis of requirements of the international standard ISO 9001:2015 are offered. An algorithm for the expert evaluation of the processes of quality management systems of an enterprise in the field of engineering services is developed, and recommendations for its application are provided. The expediency of applying the methodology of the balanced scorecard (BSC) for the evaluation of quality management systems of enterprises in the field of engineering services is also substantiated. A strategic map of an enterprise in the field of engineering services is formed on the basis of a balanced system of indicators for the assessment of quality management systems. A comparative analysis of the costs of the business processes of an enterprise in the field of engineering services before and after the implementation of the quality management system is conducted, alongside the calculation of the economic effect of this implementation.