Impacto de la implantación de la norma ISO 9001:2000 en el Archivo General de la Universidad Complutense de Madrid

This work studies the impact of the introduction of a quality management system, on the General Archive of the Complutense University of Madrid in line with the requirements of International Standard ISO 9001:2000. For this study, the opinions of the personnel and users of the archive before and after its obtaining certification with regard to the said management system were analysed. The results show that certification led to no change in user perception of the archive regarding the quality of document transfer and search services, or regarding the quality of interaction between personnel and users. In contrast, the personnel valued archive certification positively, seeing it as providing important improvements in the area of work process management, and specifically in its documentation process, the coordination between processes, the definition of responsibilities, and the measurement of performance. In the opinion of the archive personnel, the improvements made with respect to certain aspects of the functioning of the archive were significant, e.g., greater participation in establishing objectives, greater identification with the organisation, and the appreciation that improvement of the quality of service should be a key objective. These results can be used as a reference tool to convince other information and documentation service managers of the advantages of introducing a quality management system and seeking subsequent certification