This study aims to address two objectives: to analyse how the benefits of quality management (QM) are perceived on specific productivity indicators of the Colombian dairy industry and to analyse the degree of QM implementation.
The methodology used was a multiple case study and involved four companies in the Colombian dairy industry. The study variables were 32 QM practices and 7 productivity indicators. Data collection instruments were in-depth interviews and checklists.
Findings revealed that all productivity indicators exhibit changes after QM implementation. In addition, cases approaching ISO 9001 have the highest number of practices implemented, as well as evidence of control of all productivity indicators, which allows them to perceive greater benefits.
This research generates novel findings that contribute to the consolidation of theory by analysing changes in specific productivity indicators of the dairy industry after the QM implementation. At the same time, it provides valuable and useful information for managers, practitioners and policymakers.
