SUPPORT FOR THE MANAGEMENT AND QUALITY CERTIFICATION PROCESS IN A TECHNOLOGY-BASED INDUSTRY IN THE LIGHT OF NON-FINANCIAL INDICATORS

This paper proposes a performance evaluation model to support management and the quality certification process in a technology-based industry. The study is descriptive and qualitative, based on a case study. The Multicriteria Decision Aid - Constructivist (MCDA-C) methodology was applied to structure the model. Relevant non-financial indicators were identified and organized into four fundamental viewpoints: Organizational, Communication, Quality, and Structural. The model provided the decision-maker with a holistic view of organizational performance, contributing to the prioritization of improvements and alignment with ISO 9001:2015 requirements.