Title: QMS and biosecurity measures in Peruvian services companies during the COVID-19 pandemic

Authors: Jorge B. Benzaquen; Beatrice E. Avolio; Juan Weston

Addresses: CENTRUM Católica Graduate Business School, Pontificia Universidad Católica del Perú, Peru ' CENTRUM Católica Graduate Business School, Pontificia Universidad Católica del Perú, Peru ' CENTRUM Católica Graduate Business School, Pontificia Universidad Católica del Perú, Peru

Abstract: This research presents the results of a comparative analysis related to the adoption of measures to prevent and control the spread of the COVID-19 pandemic between services companies with/without ISO 9001 quality management systems (QMSs). For this purpose, an empirical study was conducted with a sample of 648 Peruvian services companies. Data were collected using questionnaires based on four measures against COVID-19: preventive actions, protocols, biosecurity processes and risk management. Descriptive and inferential techniques were implemented to analyse the data. The study found that companies with ISO 9001 scored higher than non-certified companies in the implementation of the four analysed measures against COVID-19. However, these differences were not significant in the case of protocols and risk management. Overall, this study empirically assessed the importance of having a QMS to meet more quickly and effectively government requirements during contingencies such as a global health crisis.

Keywords: quality management system; QMS; ISO 9001; COVID-19; services companies; developing country.

DOI: 10.1504/IJPQM.2025.144341

International Journal of Productivity and Quality Management, 2025 Vol.44 No.2, pp.160 - 177

Received: 02 Aug 2022
Accepted: 18 Feb 2023
Published online: 10 Feb 2025 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article