Gestión del conocimiento como recurso competitivo de las empresas de servicios bajo la norma ISO 9001:2015.

Abstract

In this paper, knowledge management is analyzed through performance tools as a productive resource of service companies, by which compliance with the requirements of the ISO 9001-2015 Standard and the application of criteria for the performance evaluation in compliance with organizational processes. In the customer satisfaction study, 348 service companies dedicated to information and communications, hotels, financial activities, insurance, administrative and auxiliary services, and transportation and storage participated, relating the issue through a performance evaluation sheet to determine compliance with the expectations of the company correctly since a common benefit is to provide such information for future decision-making, in addition to taking into account the correlation between the operational and administrative dimension of the service sector, two work performance sheets of 6 surveys by sector where the results showed the importance of knowledge being part of one of the resources that allows organizations to obtain an advantage in productivity by focusing on new innovative bases, where knowledge management shows that leadership can give greater enhancement In the labor market.