Estudo de caso: análise do processo de implantação da ISO 9001:2008 em uma empresa do setor hoteleiro de Campos dos Goytacazes

Abstract

The ISO 9001:2008 certification is designed to ensure the quality of a product / service in order to optimize results. However, there may be some barriers. Thus, the aim of this study was to explore the standardization implementation period in a small hotel in order to establish the impacts of barriers. Methodological procedures included analysis of customer satisfaction surveys, application of questionnaires to consultants, and elaboration of benchmarking on consulting and successful hotel cases. Results show that lack of employee commitment to quality, and understanding by the management of standardization as a form of company organization may be considered as key challenges.