1,744,766 research outputs found
ISO 9000 certification benefits reality or myth?
Full text linkGiven the rapid recent growth in ISO 9000 applications and
the business performance benefits being claimed for it by
National Accreditation Registrars, it is timely to review the research in this area to see if any substantial proof exists for these claims. The paper explores the literature and finds that there is no proven link between quality certification (ISO 9000) and improved business performance. However, it is clear from the research reviewed on business
performance factors, that better quality does have a
consistent, positive relationship with business performance.
Combining these findings leads to the inference that quality
certification to ISO 9000 standards is not consistently
associated with having a quality assurance system that
delivers improved process control, or better quality. We
conclude that the National Accreditation Registrars need to
reflect on the standards of proof that they currently use to
support claims for business performance improvement from
the application of the ISO 9000 standards
ISO 9000 Series Certification Over Time: what have we learnt?
Full text linkThe ISO 9000 experiences of the same sample of organisations over a five year time period is examined in this paper. The responses to a questionnaire sent out at the end of 1999 to companies which had a reasonably long term experience with the ISO 9000 series quality system are analysed. These companies were ISO 9000 series certified before 1994 when the authors conducted their first survey on the same sample. The main aim is to explore the links between the motivation for undertaking the ISO 9000 series and continued certification, with the impact on the type of TQM practices that have been adopted after certification, and what kind of gains have been achieved. Challenges faced by these organisations over time are also addressed.sustainability;longitudinal research;total quality management;ISO9000
Beyond certification: The maintenance of ISO 9000 in Malaysian service organisations
No full textThis research is an in-depth study of the quality management systems of two Malaysian "government-linked companies" (GLCs) classified as being in the service industry. Both are mature holders of ISO 9000 certification and the research focuses on how they have gone about maintaining and improving their quality management system (QMS), the extent to which they have succeeded, and what management and employees of the companies feel have been critical success factors and problems to be overcome. A case study approach is used for this study. The study has been comprehensive in its data collection with 30 individual face-to-face interviews with top management, middle management, lower management in charge of operations and quality, the management representative responsible for the implementation of ISO 9000 in the case companies being conducted, 300 questionnaires being distributed to employees of both companies, and a thorough review of ISO 9000 and other quality documents carried out. The results of the study showed that the two companies maintain their ISO 9000 based on the requirements of the standard. However, to support the technical requirements and in order to maintain the quality system more effectively and strive for excellence, the study highlights the need for integrating the human resource aspects of quality management into the quality system. Critical success factors of ISO 9000 maintenance identified are top management commitment, employee involvement, recognition and reward, teamwork, continuous improvement, and quality culture. The main problems associated with maintaining ISO 9000 faced by the companies are lack of cooperation and commitment from people, lack of knowledge and training, lack of communication, and lack of awareness and understanding on ISO 9000. Measures outlined to overcome the problems include closer interaction between people, training of management and employee on ISO 9000 and related subjects, skill and competency, and better communication. The study has identified lessons to be drawn by similar companies facing similar challenges and those striving for excellence. It has provided insights into the improvements and changes brought by the continued maintenance of the ISO 9000 after certification. It has also added to the knowledge on aspects of organisational development for service companies and casting new light on various theories put forward in the quality management literature. Further, the development of a framework for effective ISO 9000 maintenance in service organisations will enable it to be tested and compared with other industry frameworks in future studies
Quality Management and Improvement in the Spanish SME Food Industry: The Adoption of ISO 9000
Full text linkThis paper presents the results of a large-scale study in the Spanish F&DI aimed to identify the motivators, perceived costs, and benefits of implementing ISO 9000 standards. Results indicate the increasing importance of ISO 9000 standards as a strategic tool in the Spanish F&DI with an increasing number of F&D companies seeking ISO 9000 certification. Despite being a recent strategic option among Spanish F&D companies latest figures show a total of 1,754 firms being ISO 9000 certified (a significant increased from a total of 4 firms in 1993)ISO 9000 certification, food industry, Spain, performance, Agribusiness,
The financial impact of ISO 9000 certification in the United States: an empirical analysis.
Full text linkThe ISO 9000 series of quality management systems standards, introduced in 1986, has been adopted at over 560,000 locations worldwide. Anecdotal evidence suggests that firms can achieve internal benefits such as quality or productivity improvements or that certification can help firms maintain or increase their market share, or both. Others argue that the standard is too generic to cause performance improvement but can be seen as a signal of good management. In this paper, we track financial performance from 1987 to 1997 of all publicly traded ISO 9000 certified manufacturing firms in the United States with SIC codes 2000–3999, and test whether ISO 9000 certification leads to productivity improvements, market benefits, and improved financial performance. We employ event-study methods, matching each certified firm to a control group of one or more noncertified firms in the same industry with similar precertification size and/or return on assets. We find that firms’ decision to seek their first ISO 9000 certification was indeed followed by significant abnormal improvements in financial performance, though the exact timing and magnitude of this effect depend on the specification of the control group. Three years after certification, the certified firms do display strongly significant abnormal performance under all control-group specifications. The degree to which the precise results vary across control-group specifications indicates that event studies should always include extensive sensitivity analysis, for instance matching by size and performance separately and jointly, using both single firms and portfolios as controls.ISO 9000; Quality management; Standards; Financial; Empirical; Event study; Compustat;
The Impact of the Quality Management System ISO 9000 on Customer Satisfaction of Slovenian Companies
Full text linkMany companies invest great efforts into achieving appropriate organization and through it better quality of products and services. They try to achieve this in a systematic way following the standard ISO 9000. Implementing ISO is a management decision that requires consideration of company’s operations, strategy, staff and, most importantly, customers. The theoretical part of the research is focused on literature review. Second part-empirical research has been done on the basis of structured questionnaires gathered from 212 responses of Slovenian companies that had already acquired the ISO 9000 quality standard certificate by 2002. We have posed eight questions about the impact of the ISO 9000 on customer satisfaction. The research results in Slovenian companies confirm the ISO 9000 quality standard’s impact on better satisfying customers’ needs and demands, but not the direct impact on business success. This paper also presents a very useful source of solutions and information for managers and researchers in the field of quality systems and customer satisfaction. Additionally, it comprises an short overview of customer relationship management (CRM) as a system that companies can use for monitoring and satisfying the needs of a customer during any given interaction.ISO 9000, quality management systems, customer satisfaction, customer relationship management, marketing
Modelo para a verificação de benefícios obtidos no processo produtivo industrial após a certificação ISO 9000:94
Full text linkDissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.No presente trabalho é proposto um modelo para verificar os benefícios do processo produtivo industrial após a certificação ISO 9000:94 e aplicado em indústrias de Curitiba e região metropolitana. A construção de um modelo específico para análise de benefícios pode proporcionar um feedback para a própria indústria no sentido de confrontar custo/benefício. Já para os interessados em buscar a certificação, esse estudo pode contribuir com uma visão mais real do que é propagado sobre os benefícios proporcionados pela certificação ISO 9000:94, ou seja, representam um parâmetro para a tomada de decisão. O modelo constitui-se de um questionário enviado através da internet. As variáveis utilizadas foram o mercado, o produto, o fornecedor e o cliente. O universo pesquisado constituiu-se de 51 indústrias com 78 certificações. Obteve-se 74% de respostas. Quanto aos benefícios da ISO 9000:94 foi possível identificar principalmente que a certificação ISO 9000:94 é utilizada como estratégia de "marketing" pela maioria das indústrias; que a maioria das indústrias não exige a certificação de seus fornecedores e vice-versa; que a maioria das indústrias buscam a certificação para obter benefícios ignorando o real objetivo da certificação; que a maioria das indústrias obtêm lucratividade com a redução dos custos após a certificação. O modelo aplicado mostrou-se adequado, principalmente, quanto as variáveis utilizadas e a forma de envio. Esse modelo proporcionou uma ampla visão referente aos benefícios propagados pela ISO 9000:94, inclusive, a confiabilidade da pesquisa. Consequentemente, isso possibilitou uma riqueza de dados para a análise
ISO 9000 Registration's Impact on Sales and Profitability: A Longitudinal Analysis of Performance Before and After Accreditation
Full text linkThe paper at the time of its publication was the first paper to establish the dominant direction of causality between ISO9000 certification and company performance. Its longitudinal studies event study that found reverse causation has provoked argument in the National Press (Daily Telegraph, 20May & 15 July, 2004) between academics and the British Standards Institute the National ISO 9000 Quality Register on their claims for performance improvement gained from adoption of ISO 9000 Integrated Management Systems.
The paper has been rated as ‘excellent for research implications’ by Anbar/Emerald Reviews.
Contribution. (45%)
Responsible for literature review presentation of results, discussion of findings and conclusions. Co-authors responsible for data collection and data analysis
Análise da utilização da norma de qualidade ISO 9000 no Laboratório Álvaro Ltda.
Full text linkTCC (graduação) - Universidade Federal de Santa Catarina, Centro Sócio Econômico, Curso de Administração.Para analisar na prática a utilização de um Programa de Gestão da Qualidade ISO 9000 escolheu-se o Laboratório Alvaro Ltda localizado na cidade de Cascavel. Os objetivos do trabalho foram desenvolver estudos para conhecer o emprego Norma da Qualidade ISO 9000 nas atividades do Laboratório Álvaro, identificando e analisando o seu aproveitamento na empresa. A metodologia aplicada foi descritiva, com estudo de caso, servindo-se de fontes primárias, secundárias e terciarias com o responsável pela Unidade de Manutenção da Qualidade da empresa. Após a pesquisa e as análises os resultados apontaram como grandes as vantagens da Certificação ISO 9000. Podendo ser verificado diversos avanços em várias áreas da empresa
Achieving ISO 9000 Success in SMEs: The Development of a Work Environment Framework
No full textThe aim of this paper is to present initial findings with respect to the development of a novel research framework to evaluate the influence of work environment on the implementation of ISO 9000 standards within SMEs. The term ‘work environment’ relates to those conditions under which work is performed including physical, environmental and other factors (such as noise, temperature, humidity,
lightning, or weather). The paper begins with a comprehensive research introduction focused on
enterprise strategy, ISO 9000 standards and SMEs. The introduction is followed by the proposal of a
research methodology, which illustrates the approach that will be used to collect data pertinent to this study and further inform the development of the framework for further investigation. The targeted collation of industrial survey and case study data is advocated, prior to structuring in appropriate
statistical form for detailed analysis and evaluation. The results and initial findings will be discussed prior to the presentation of recommendations to further the suggested approach
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