No full-text available
To read the full-text of this research,
you can request a copy directly from the authors.
Critical success factors and problems in ISO 9000 maintenance
Abstract
Purpose
– The purpose of this paper is to try to identify the critical success factors and problems in ISO 9000 maintenance during the post‐certification period. Much of the published work on issues associated with ISO 9000 certification in the quality management journals focuses on how to obtain certification and the impact of certification on ISO‐certified organisations. Thus, studies do not generally address what happens after the organisations have obtained their certification.
Design/methodology/approach
– In total, 14 face‐to‐face interviews were conducted over a period of seven weeks with top management, middle management, lower management in charge of operations and quality, and the management representative responsible for the implementation of ISO 9000 in the case study organisation (XYZ). Each interview lasted between 1.5 and 2 hours. ISO documents were also reviewed as part of the data gathering process.
Findings
– The results showed that people who comprise top management, other employees, the reward system, teamwork, continuous improvement, understanding of ISO itself, measurement of performance and communication are all critical success factors for ISO 9000 maintenance of XYZ. Apart from continuous improvement, other factors also seemed to be consistent with the findings from other studies. In contrast to the other studies, the current study found continuous improvement of process, people, and system as several of the critical success factors for the sustainable quality management system at XYZ.
Originality/value
– This paper makes a contribution to the body of knowledge in the field of quality management systems during the post‐certification period where such work is limited, especially in the service sector.
... However, the consequences of certification maintenance, recertification and decertification are still unclear. Current research on the period after certification focus essentially on how firms maintain the ISO 9001 certification (e.g., Water, 2000;Lo and Chang, 2007;Wahid and Corner, 2009;Castka, 2018), why firms decertify from ISO 9001 (e.g., Alič, 2014;Simon and Kafel, 2018;Chiarini, 2019), and what is the impact of ISO 9001 recertification (e.g., Nurcahyo et al., 2020). This literature, addressing what happens in the post-certification period, is still scarce and, therefore, has several research gaps to explore. ...
... Furthermore, to adequately maintain (and improve) the QMS, several other maintenance activities should be regularly performed in the certified organisation. These include, for instance, data collection and analysis, performance measurement, management reviews, corrective and preventive actions, streamlining of the auditing processes, benchmarking between business units, continuous improvement, and others (Wahid and Corner, 2009;Castka, 2018). There are also other additional internal and external factors that can have a substantial impact on the QMS maintenance activities and their corresponding results. ...
... The first group of studies (nine articles, 28%) is concerned with the identification of the (1) critical success factors (CSFs) for ISO 9001 QMS maintenance, (2) motivations to maintain the QMS, (3) activities to perform to maintain the QMS, (4) maintenance problems/obstacles felt, (5) measures to overcome the problems/obstacles, and (6) maintenance benefits. The most significant part of these studies addresses the CSFs for ISO 9001 QMS maintenance (Low andOmar, 1997a, 1997b;Prajogo, 2008;Wahid and Corner, 2009;Basir et al., 2011;Wahid et al. 2011, Wahid, 2012Ong et al., 2015). These studies underline the importance of top management commitment, employee involvement, personnel training, reward systems, organisational culture, teamwork, and other critical factors to maintain the QMS alive (Cf. ...
Previous research on ISO 9001 certification maintenance, decertification and recertification is fragmented and lacks an integrated theoretical framework. Thus, the aims of this study are to provide an overview of current research, develop an integrated framework and identify research gaps. The research methodology consists of a systematic literature review (SLR) which starts with the definition of a research protocol, proceeds with searches in Web of Science and Scopus, and selects a final sample of 32 articles for analysis. Results show that the research interest in certification maintenance, decertification and recertification is growing, but is still scarce. Extant research focuses on certification maintenance factors, benefits and frameworks; decertification reasons and consequences, and recertification impact on efficiency. There is a lack of consensus on these topics, but the data extracted from the literature is used to develop a theoretical framework of what companies do in the post-certification period. The framework identifies the main variables involved in certification maintenance, decertification and recertification, and establishes the main relationships between them. This is the first SLR conducted on these topics, which provides the first integrated framework of the research phenomena, a comprehensive list of research gaps to guide future studies, and relevant management recommendations.
... However, the impact of certification withdrawal on performance did not receive the same level of research attention (McGuire & Dilts, 2008). In fact, research on firms after the initial certification has been awarded is very scarce (Wahid and Corner, 2009;Castka, 2018), despite de high number of ISO 9001 withdrawals (ISO, 2015;Chiarini, 2019). A search on electronic scientific databases revealed only three studies addressing the performance impact of certification withdrawal (Alič, 2014;Sansalvador and Brotons, 2015;Cândido et al., 2016). ...
... Ramanathan, 2018). However, to improve its explanatory power, future studies might consider including other variables, such as, for instance, industry competitiveness level, diffusion of ISO 9001 in the industry, industry growth rate (Lo et al., 2013), critical factors of ISO 9001 implementation, difficulties to maintain certification (Wahid and Corner, 2009), external pressures, legitimacy (Prajogo, 2011;Castka, 2018;Gonçalves et al., 2020), and others. ...
... (Obstacles that organisations may encounter and that prevent or hinder progress towards ISO 9001 certification) Adaptation to the standard during implementation (BAR1) Cost of the certification process (BAR2) Employee resistance to change (BAR3) Qualification of human resources (BAR4) Employees' available time (BAR5) Quantity of documentation required (BAR6) Top management involvement (BAR7) Compatibility of the standard with the activity sector (BAR8) Sroufe and Curkovic (2008), Wahid and Corner (2009) Kafel and Nowicki (2014), Sansalvador and Brotons (2015), Simon and Kafel (2018), Chiarini (2019), Cândido et al. (2016 For lack of research on EPAD, items adapted from: Prajogo (2011), Huo et al. (2014), Sansalvador and Brotons (2015), Cândido et al. (2016. ...
ISO 9001 certification impact on firm performance has been extensively researched. However, despite the high number of firms withdrawing from this certification, the impact of decertification has not received much research attention. This study contributes to filling this gap by analysing the factors that influence the expected performance after decertification (EPAD). The study reviews relevant literature and develops a structural equation model (PLS-SEM) with data from 231 certified organizations. Results reveal that the main factors influencing EPAD are external decertification motivations and internal certification benefits. Internal benefits have a U-shaped relationship with EPAD and external decertification motivations a positive linear relationship. Results show also a negative direct impact of external benefits on EPAD, which is counterbalanced and cancelled by a positive indirect impact from the same variable. Certification barriers and internal decertification motivations have no significant effect. This study is the first to identify and analyse the factors affecting EPAD and, as such, the study findings constitute innovative contributions to the literature. These findings have theoretical and practical implications for (1) the estimation of EPAD, (2) the decision to renew (or not) the certificate, and (3) further suggest that EPAD is a better predictor of decertification than past certification benefits.
__________________________Link to Full FREE version of the article:
https://www.tandfonline.com/eprint/MYNZZAA5WTTADWPFRNXE/full?target=10.1080/14783363.2021.1997142
... The literature on ISO 9001 focus primarily on organisations going through the precertification period or the certification validity period; not much attention is given to the period after certification validity expiry (Wahid and Corner, 2009;Castka, 2018). The scarcity of studies on certification withdrawal is surprising, given the high average growth rate in decertification numbers (Cândido et al., 2016) and the 60,132 companies that on average lose the certification every year, according to the latest available data (ISO, 2015). ...
... In accordance with this literature, it can be suggested that internal and external certification barriers can also behave in a similar manner, originating new difficulties, which can then become motivations for subsequent In the case of internal obstacles, some of the most important ones are insufficient personnel qualifications, employees' resistance to change, and lack of top management involvement (Boiral and Roy, 2007;Gotzamani, 2010;Kakouris and Sfakianaki, 2018;Esgarrancho and Cândido, 2020). Top management involvement and employees' active participation are critical factors for certification renewal, in the absence of which the company may not be able to renew its certificate (Wahid and Corner, 2009;Sampaio et al., 2014). Therefore, the persistence of these barriers after certification can act by itself as a set of internal motivations for subsequent decertification or contribute to generate other internal decertification motivations (Table 2). ...
... Lastly, the structural equation model presented in this study has a high explanatory power (R 2 =0.600). However, to add to its explanatory power, future investigations might contemplate adding variables such as ISO 9001 critical factors, maintenance difficulties (Wahid and Corner, 2009), economic growth rate, institutional pressure for adoption of ISO 9001, government incentives for adoption, external legitimacy, organizational inertia, and social media influence (Castka, 2018;Gonçalves et al., 2020;Yang and Kang, 2020). ...
Thousands of companies worldwide lose their ISO 9001 certification every year. Considering the relevance that this decertification phenomenon has achieved, this study examines the internal motivations for decertification and explores the relationships between motivations and firm’s previous certification barriers and benefits. To achieve this purpose, the study develops a partial least squares structural equation model (PLS-SEM) from the literature and estimates the model based on data collected from a sample of 248 certified organizations. Results reveal that the main antecedents of internal decertification motivations are external factors, namely external decertification motivations and external certification barriers. External barriers do not disappear after certification and have a stronger influence on motivations than (lack of) certification benefits. Internal and external benefits have a small effect on motivations, and internal barriers have no significant effect. In addition, the relationship between external barriers and internal decertification motivations is mediated by external motivations. Similarly, the relation between external benefits and internal motivations is mediated by internal benefits. Currently, there are no other studies on the relationship between internal and external decertification motivations, nor studies identifying the antecedents of both motivations. Thus, the research findings constitute novel contributions to the literature and suggest relevant implications for practice.
_____Link to Full FREE version of the article: https://www.tandfonline.com/eprint/AZKCA3YNZK5UDUZJHQIC/full?target=10.1080/09537287.2021.1916638
... There is not much literature to clarify why, after all the years that the accessibility standards have been available, the majority of municipality websites have not yet successfully implemented them. Some countries, like the Netherlands, US, Canada, Australia, Italy and Spain, even have policies including legislation in place since more than a decade (MinBZK, 2006;W3C, 2017c). ...
... Organizations should organize continuous improvement (Wahid & Corner, 2009). One way of doing this is by providing or organizing ongoing training for the web team. ...
... Most studies about e-government refer to involvement of top management or the support of management as a critical force for the success or failure of ICT projects (Al-Khalifa, 2012;Bouwman et al., 2005;Chin, Poon, & Pun, 2000;Gichoya, 2005;Gies, 2018;Hong et al., 2015;Katherine J. Klein & Knight, 2005;Magd, 2008;Montequin et al., 2014;Umble et al., 2003;Velleman et al., 2015;Ven et al., 2008;Wahid & Corner, 2009). ...
There are laws and regulations in place requiring public sector bodies to adopt and implement international standards for web accessibility. Municipalities in the Netherlands have collectively adopted these standards. However, they often seem unable to fully implement web accessibility standards even if the law requires them to and they are actively pursuing it. Based on existing models, literature, questionnaires and extensive audits of the websites of participating municipalities, this dissertation identifies processes that support or resist implementation of the standards within the specific context of web accessibility for local government websites. Awareness of these processes is important for stakeholders willing to implement web accessibility standards. The result is a set of recommendations for local governments that help them identify processes that support or resist the actual implementation of web accessibility standards. This not only contributes to the accessibility of the web for people with disabilities, it may also be helpful for the implementation of other guidelines and (open) standards within local governments.
... The literature proposes that employee involvement and communication is another important obstacle to improving ISO 9001 performance over time. This claim can be found in several studies from different authors (Brown et al., 1998;Augustyn and Pheby, 2000;Janas and Luczak, 2002;Poksinska et al., 2006;Ab Wahid and Corner, 2009;Chiarini, 2017). Teehan and Tucker (2014) remarked that, after certification, communication between management and employees may wane and the value and importance of the quality system may seem to be de-emphasised to employees. ...
... If top management does not show commitment and does not signal the importance of a systematic quality work, employees will put a low priority on the system's development and consequently nothing will happen (Poksinska et al., 2006). Ab Wahid and Corner (2009) highlighted the value of teamwork and a reward system as a fundamental aspect of employee involvement. Heras et al. (2008) studied ISO 9001 in the Spanish residential aged care service sector and demonstrated the effect of poor QMS knowledge and training on employee involvement and motivation. ...
Purpose
The purpose of this paper is to investigate the factors that are important for improving the performance of ISO 9001 certified small- and medium-sized service enterprises (SMSEs).
Design/methodology/approach
Preliminary research questions were set on the basis of a literature review and then submitted to a Delphi panel of experts. The results from the Delphi panel were transformed into hypotheses in the form of a survey. A sample comprising 115 Italian SMSEs answered the survey, which also included specific fields for qualitative notes. The hypothesis tests used 95% confidence intervals, and notes and suggestions from the respondents were also collected.
Findings
The findings relate to the role and responsibilities of the quality manager, as well the entrepreneur and partners, the quality of the enterprise culture, training, awareness concerning process key performance indicators, visual management and modern digitised documentation and communication. Furthermore, criticisms emerged regarding the ISO 9001 standard in terms of cost of quality measurement, day-to-day improvement and problem-solving.
Research limitations/implications
This research is limited to SMSEs. The limitations of this research open avenues for further research. In particular, many suggestions from the respondents seem generalisable to other industries and also to large manufacturing firms.
Practical implications
The findings of this research could be used as a guideline for implementing ISO 9001 in the SMSE sector. Moreover, some of the criticisms could be taken into account for the next revision of the ISO 9001 standard.
Originality/value
This is one of the first papers to discuss important factors for improving the performance of ISO 9001 in the SMSE sector.
... As can be seen in Figure 2, ISO 9001 effectiveness and the effectiveness gap are inversely related. To achieve the intended results of the QMS, on the one hand, organisations can improve ISO 9001 effectiveness through the success factors (Wahid & Corner, 2009;Psomas, Fotopoulos, & Kafetzopoulos, 2010); on the other hand, they can also determine the failure factors and take preventive and corrective action to reduce their impacts on the ISO effectiveness gap (Zeng, Tian, & Tam, 2007;Abdullah, Razak, Hanafi, & Jaafar, 2013;Sfakianaki & Kakouris, 2018). ...
... We divide the entire area into Area A and Area B. Previous research tended to focus on Area A (Poksinska, Eklund, & Dahlgaard, 2006;Padma, Ganesh, & Rajendran, 2008;Wahid & Corner, 2009;Psomas et al., 2010;Gamboa & Melão, 2012;Ismyrlis, Moschidis, & Tsiotras, 2015;Psomas & Antony, 2015), and less attention has been paid to Area B (Bhuiyan & Alam, 2005;Zeng et al., 2007;Magd, 2008;Rönnbäck, Witell, & Enquist, 2009;Psomas & Fotopoulos, 2009;Abdullah et al., 2013). The research on Area B mainly explored the critical failure factors to the implementation of ISO 9001, and there is still a significant gap of literature focusing specifically on the relationship of the failure factors and their impact on ISO effectiveness. ...
Based on reverse thinking, this research defines the concept of the ‘ISO 9001 effectiveness gap’ for the first time and establishes the ISO 9001 effectiveness gap model. A research study was carried out in 413 ISO 9001 certified companies in Beijing City, Shandong Province, Anhui Province and Guangxi Province, which are representative in China. Data were obtained through a structured questionnaire and have been analysed with exploratory and confirmatory factor analyses using Smart PLS 3. The present study findings show that motivation barriers, top management barriers, employee barriers, resource barriers, and certification organisation barriers all have positive impacts on the ISO 9001 effectiveness gap. In addition, the research also finds that top management barriers play a central role in the model of the ISO 9001 effectiveness gap and that employee barriers are affected by some other factors. It is also important to note that the role of certification organisation barriers cannot be ignored. The present study findings can provide some inspirations for different participants such as companies, certification organisations and government to design efficacious strategies to reduce the ISO 9001 effectiveness gap.
... Furthermore, Saqib, Farooqui and Lodi [34] stated that their study indicated that maintenance personnel's experience and expertise are critical factors for effective maintenance operations in Pakistan. Wahid and Corner [41] opined that including top managers in a maintenance management team and the technicians' expertise is a critical performance indicator for any building maintenance management strategy. Furthermore, Ferreira [16] opined that introducing the correct application of maintenance management tools can increase efficiency in Brazil's public institutions' maintenance services. ...
Sustainable measures for effectively maintaining buildings have become essential to sustainable building development with the growing influx of building portfolios worldwide. This is so, considering building maintenance problems have become a global menace. It has been ascertained that improving building maintenance operations for sustainable considerations will benefit university facilities in terms of profitability, user well-being, and increased lifespan. Although studies abound on the maintenance of university buildings in Nigeria, its barriers, and the factors affecting it, very few studies have touched on the solutions to maintenance problems and the measures to improve the maintenance management of these buildings. Therefore, this paper presents the findings from assessing the measures to improve the maintenance of buildings in six selected higher education institutions in the country. The study embraced a quantitative approach, and data were gathered from maintenance managers, supervisors, and technicians working in the Works Departments of the selected public institutions. Data collected was analyzed using descriptive statistics such as percentile and factor analysis. Findings revealed that human, materials resources, and policy improvement measures, computerized approach to management, assessment, and feedback mechanism measures, less sabotage and quick response measures, and improved funding, design, and construction measures are the most viable measures to improve building maintenance in these universities.
... [9] argued that organisations must be willing to change their mindset and embrace new procedures and cultural shifts to implement maintenance management systems successfully. To sustain ISO 9000 certification, [19] listed some critical success variables that must be given the necessary attention: teamwork, continuous improvement, acquaintance with ISO standards, performance assessment, communication, and the composition of the top management and staff. ...
Building maintenance ensures functionality, stability, and appearance and extends the structure's lifespan. This study examined suitable maintenance strategies for public buildings in the Central Region of Ghana. Out of four hundred (400) questionnaires administered to maintenance officers and personnel of public buildings in the Central Region, two hundred and ninety-six (296) were returned, representing 74%. The findings showed that the respondents considered the deterioration of buildings and the maintenance quality as very important factors. The Kaiser-Meyer-Olkin (KMO) measure of sample adequacy for p-values varies from 0.914 to 0.971, indicating that the constructs or factors strongly impact the prediction of building maintenance management. Further findings show that all the constructs or factors have strong (0.700-0.800) factor loadings, indicating a strong influence in predicting building maintenance management. Only one construct or factor (maintenance budgeting and auditing) with one variable (end-of-job documentation) had strong (0.940) factor loadings. Three constructs/factors (maintenance techniques, maintenance culture, and maintenance management) were found to have strong (7.00-8.00) factor loadings, which strongly influence predicting building maintenance management. It is concluded that attention should be paid to the developed constructs or factors in any future work in the Central Region and should involve Development Officers.
... Furthermore, Saqib, Farooqui and Lodi (2008) stated that their study indicated that maintenance personnel's experience and expertise are critical factors for effective maintenance operations in Pakistan. Wahid and Corner (2009) opined that the inclusion of top managers in a maintenance management team and the technicians' expertise is a critical performance indicator for any building maintenance management strategy. ...
... Cuối cùng, (Ab Wahid & Corner, 2011) cho rằng để thực hiện Lean thành công thì doanh nghiệp cần phải triển khai cải tiến liên tục. Song song với việc đào tạo, việc thực hành Lean cần được đưa vào hoạt động sản xuất hàng ngày của người công nhân để họ tìm ra các vấn đề và loại bỏ chúng. ...
Vietnam's industrial sector has reached remarkable achievements in recent years, but is facing challenges, as competition is becoming more fierce. Many manufacturers were under pressure to compete, so they need to have a sustainable production development strategy through activities to improve productivity, quality, and flexible products and services at more competitive pricing. Lean manufacturing is known as one of the effective production methods that help improve productivity, quality assurance, and cost savings via waste elimination and continuous improvement. Lean is defined as a set of tools, techniques, and principles for implementing continuous improvement that eliminates activities that do not add value to the business. This article proposes a suitable Lean model based on the conditions and characteristics of wood processing enterprises in Vietnam
... It was considered allocating special funds, for example, to hold workshops teaching Total Productive Maintenance (TPM) to operators, strengthening maintenance personnel's communication and problem-solving abilities, as well as familiarizing personnel with computer systems to speed up workflow and eliminate manual processes. Furthermore, a special emphasis has been placed in these studies on the use of multi-skilled labor, the relevance of specialties to defined duties, periodic staff performance measurement, and personnel encouragement to obtain the necessary qualifications based on the needs of production systems (Priyantha 2021;Sarbini et al. 2021;Jandali and Sweis 2018;Tan et al. 2014;Macchi and Fumagalli 2013;Ab Wahid and Corner 2009). In continuing the analysis on the human-related criterion, CSFs such as participation and commitment and employee awareness of maintenance goals and strategies had the lowest importance in Iranian agro-industries maintenance management. ...
A well-established maintenance management system is key in improving the operational performance within agricultural production systems. In this paper, we investigated the major criteria influencing effective maintenance management in agro-industries. To that end, we started by presenting a hierarchical structure of criteria and their Critical Success Factors (CSFs) after reviewing related studies and dividing the criteria into the categories of organization management, human-related, and organizational aspects. To assess the weight of the criteria and their cause-effect relationship, we collected the opinions of maintenance experts working in different agro-industries in Iran, using several online questionnaires which were based on Multi-criteria decision-making (MCDM) techniques such as Best-Worst Method (BWM) and Decision-Making Trial and Evaluation Laboratory (DEMATEL). The results of the BWM revealed that top management support, and fund allocation and inventory resource management are the most important CSFs in the proposed maintenance model with the global weights of 0.108 and 0.075, respectively. According to the DEMATEL, five CSFs such as top management support, training and education, fund allocation and inventory resource management, maintenance strategies and policies, and adequacy of the maintenance crew, were recognized as causal variables of maintenance management within Iranian agro-industries. The proposed methodology in this paper could help agro-industries in ensuring an effective maintenance management system.
... The success of any system is effectively the involvement of employees, as are the catalysts and responsible for the operation and management of any management system. According Wahid and Corner (2009), report that the top management, employees, the reward system, teamwork, continuous improvement, understanding the ISO itself, performance monitoring and reporting are critical success factors for the maintenance management system quality, in parallel, other authors mention that the companies in which top managers expresses great concern with regard to customer relations; motivations of employees and strategic planning are more likely to succeed in the certification thereof (Quirós, Almaça, and Justino 2013). Gregory Theyel (2000) says that to integrate the management of the system of undertakings, they should adopt various practices to improve innovation and environmental performance, in particular, total quality management, certification of suppliers, RDI and employee involvement in innovation and respective training. ...
Currently, the pressure to internationalize is big. Selling outside the domestic market is, also, for the family firms a relevant goal. Knowing that characteristics of family businesses affect their activity and decisions in international markets, understanding how the family ownership determine the earliness and post-internationalization speed, is particularly important. In addition, we intend to analyze how innovation activities moderate this relationship. We propose, therefore, to contribute to a better understanding of the factors that influence the speed of internationalization of family firms.
... It outlines the organization's quality policy and practices directed towards achieving the improvement in customer satisfaction. ISO 9001 standards is to assist organizations of all types and sizes to implement and operate an effective quality management system (Wahid & Corner, 2009). The qualifi cation of an organization for ISO 9001 certifi cate indicates its commitment to the implementation of TQM. ...
Total quality management (TQM) is an approach in which all the people in an organization are involved in constantly improving the quality of product, service and business process. The functioning of surgical and medical equipment manufacturing industry is much dependent upon TQM. The purpose of this study is to examine the level of adoption of TQM practice in surgical and medical equipment manufacturing industry in Pakistan. A questionnaire based survey was conducted among 200 organizations. The study revealed that 52 percent organizations have implemented TQM, but defi ciencies have been found in implementation of required management methods, evaluation of customer satisfaction and application of seven quality control / quality improvement techniques. This does not allow to consider the organizations as perfect TQM organizations. The fi ndings may help organizations to focus on efforts required for implementation of TQM system perfectly. The research and fi ndings are limited to a specifi c segment of manufacturing industry, so fi ndings cannot be generalized to the whole manufacturing industry in Pakistan.
... A análise crítica dos resultados de indicadores pode ser considerada um fator importante e é essencial para a coleta de informações sobre a realidade do laboratório e avaliação da manutenção da adequação e eficácia de um sistema de gestão. (SANTOS; MAINIER, 2011, p.9;WAHID;CORNER, 2009, p.883;CATINI et al., 2015, p.432;ABNT, 2017, p.24 Já o ciclo de melhoria contínua (PDCA) é utilizado para planejar algo com a definição dos objetivos e processos (P -plan: planejar), executar o planejado (D -do: fazer), monitorar e medir os processos, a fim de verificar a eficácia dos mesmos (C -check: verificar) e, por fim, determinar ações para corrigir e melhorar o que não alcançou os objetivos pré-determinados (A -act: agir). Desta forma, a execução do ciclo PDCA, possibilita otimizar a realização dos processos, reduzir custos e aumentar a produtividade, trazendo um aperfeiçoamento e ajustamento ao SGQ. ...
A demanda por resultados confiáveis e rastreáveis tem resultado em uma maior procura pela implementação de sistemas de gestão da qualidade como a ISO/IEC 17025. O objetivo deste trabalho é discutir sobre as dificuldades enfrentadas pelas instituições após a implementação da norma e as ferramentas utilizadas para contornar tais dificuldades. Quatro questões foram enviadas a laboratórios brasileiros acreditados na ISO/IEC 17025. As respostas foram tratadas seguindo o método de análise de conteúdo. Os resultados mostraram que os laboratórios participantes operam em variados ramos. Dificuldades como engajamento da alta gerência e da equipe, custos, problemas na interpretação da norma, entre outros, foram encontradas e puderam ser relacionadas àqueles presentes na literatura para implementação da norma. Isto sugere que as dificuldades encontradas inicialmente também são encontradas na manutenção contínua da norma. Para contorná-las, os laboratórios implementam ações e ferramentas da qualidade que melhor se adaptam ao funcionamento deste, como qualificação da equipe, realização de auditorias internas e externas, entre outras citadas.
Palavras-chave: Laboratório; qualidade; dificuldades; ferramentas.
... The above direction of the study and compilation of CSF for maintenance is aimed to prevent the problems and ensure successful implementation of building maintenance is also supported by previous CSF studies. Most of the research on CSF, irrespective of the industry type, also focused on identifying the CSF and ranking criticality level (Ab Wahid and Corner, 2009;Achanga et al., 2006;Fotopulos and Promas, 2010;Khanna et al., 2011;Singh, 2011;Singh et al., 2007). ...
Purpose
This paper aims to discuss the existing literature on critical success factors (CSFs) for maintenance implementation in Nigerian universities and compile them in a single format to determine if gaps may exist.
Design/methodology/approach
Many relevant articles were searched using keywords extracted from a preliminary literature review. The second round of articles abstract study resulted in 40 articles been selected for this compilation. Inductive coding technique and content analysis methodology were used to identify the constructs of the CSFs. Subsequently, a critical analysis of the reviewed literature identified some gaps in the literature studied.
Findings
This literature review reveals that lack of maintenance policy, maintenance culture, shortage of building facilities and overpopulation in Nigerian universities are the major problems affecting maintenance implementation success. Additionally, most researchers concentrate on the identification of CSFs without providing the strategies for implementing them.
Research limitations/implications
More in-depth research must be carried out on the study of CSFs to implement maintenance policy and culture in Nigerian universities. Duplication in the frequency analysis of the success factors is a significant limitation in this research work and is attributed to the secondary search used as the primary methodology for many articles cited.
Originality/value
This paper provides an in-depth compilation and analysis of all previously identified success factors for maintenance implementation in Nigerian universities using a structured methodological approach.
... Lack of institutions for providing essential training for maintenance staff is a critical issue for faulty building maintenance practices in Malaysia. Organisations of maintenance do not often provide training for new members of maintenance staff before the work starts, even though they need it (Wahid and Corner, 2009;Isnin et al., 2016). Moreover, there are hardly any courses and workshops for the current maintenance staff to improve their skills (Ganisen et al., 2015b;Ali et al., 2016) Lack of training for maintenance staff impacts their work performance. ...
Abstract
Purpose
In recent years, there have been many concerns about issues surrounding building maintenance, which are continually increasing. However, there is a lack of comprehensive studies on building maintenance issues, their effects and the way forward. Therefore, the purpose of this paper is to carry out a comprehensive review of building maintenance issues, their effects and the way forward. It also aims to develop a conceptual model that can support future research.
Design/methodology/approach
A systematic review of the literature published from 2009 to 2019 was carried out. Five relevant databases were searched, based on this study's search terms, and a narrative synthesis of the results from the included studies was carried out. Studies were eligible for inclusion if they fulfilled the inclusion criteria of this systematic review.
Findings
This study has identified and classified building maintenance issues, their effects and the way forward, and also developed a conceptual model that demonstrates the association between issues, their effects and the way forward. The way forward of the conceptual model focuses on effective management, technical capability, development of human resources and cost optimisation.
Originality/value
This paper addresses an important topic: the aspect in which it differs from existing studies is that, in the latter, the researchers studied a single sub-issue, whereas this systematic review includes a comprehensive study of building maintenance issues. Furthermore, this review has demonstrated how the way forward can moderate issues and their effects.
... When the empirical t-value more than the critical value we say that the coefficient is important at a definite significance level (Hair et al., 2014). This research has used a t-value of 1 The above tables show the research hypothesis results, H1: There is a relationship between knowledge quality and quality management system maintenance.The results indicated thatthe path coefficient between the KQ and QMSM is 0.607 as shown in figure (6) with standard error 0.042, t value 14.474 and p-value is 0.000. This p-value is greater than the threshold of 0.05 (Hair et al., 2006). ...
... Authentication is a form of symbolic behavior that differs from the implementation of authentication policies. While previous studies have also shown that companies can implement management systems instead of not being certified, and some certification companies can exceed the standard requirements [1]. ...
ISO 9000 has become a prerequisite for production and service companies. Several issues have been raised following the positive/negative effect of the ISO 9000 standard. The scholar has explored the significance of adopting the ISO 9000 standard in efforts to explain the companies' improvement in sales and profit. The average income and profit of non-ISO standard companies were significantly lower than that of ISO-certified Chinese companies. On the contrary, average ROS and ROA of ISO-certified companies were significantly lower than in non-ISO companies. The correlation between the profit of operation and ROA was significantly positive. It was noted that there was a reasonable positive correlation between ROS and profit, which was statistically significant. The relation between the educational qualification of employees and ISO adoption status was noted to be statistically significant. The management of non-ISO Chinese firms should adopt the ISO guidelines by implementing the standards. Inefficient utilization of operational facilities and assets in ISO firms was probably the cause of lower ROS and ROA of ISO-certified companies, and the management should focus on the ambiguities. The upcoming study can also include external factors, such as GST to assess the impact on ROS and ROA with structural equation modeling. Index Terms-ISO 9000, ROS, ROA, Chinese firms. I. INTRODUCTION 1.1 Background The ISO 9000 standard has been introduced by an increasing number of organizations around the world. Concern for managers has been always the implementation requirement and the impact on employees. The impact of this ISO standard on quality management and productivity improvement is broadly debated. Unfortunately, little is known about why should companies implement or resist the use of the ISO 9000 standard. 1.2 Purpose ISO 9000 has become a prerequisite for production and service companies. Several issues have been raised following the impact of the ISO 9000 standard. Whether certification will help to improve the sale? Will the profit get improved? Will the return on asset and sales get improved? These topics were examined by analyzing data from the sample of 5717 Chinese service companies, among which 5257 companies were ISO 9000 certified between 2004 and 2008. 1.3 Research Objectives This research has explored the significance of adopting the ISO 9000 standard in efforts to explain the companies' improvement in sales and profit. In doing so, the scholar examined the efficiency of the ISO 9000 system from seven different angles. The positive/negative impact of ISO certification on sales, profit, return on assets (ROA), and return on sales (ROS) have been scrutinized. 1.4 Format This report discusses the background literature to construct the foundation. In the methodology section, the scholar has explained the approach of the research. Data analysis results have been elaborately discussed with descriptive and inferential results. The report comprises specific managerial advises and concludes with future scope of exploration.
... Less attention has been paid to factors influencing the effectiveness of the implementation as well as the maintenance and improvement of the QMS. Research on this subject has been carried out among others by Wahid and Corner (2009), Wardhani et al. (2009), Criado and Calvo-Mora (2009), Psomas et al. (2010), Kammoun and Aouni (2013), Ismyrlis et al. (2015). In most of them, it was demonstrated that management commitment and leadership should be considered as the critical success factor. ...
The purpose of the research was to identify and rank a set of competences, which should be mastered by a person responsible for an ISO 9001 quality management system to fulfill her/his tasks effectively. The competences were verified at the second stage of the study, during interviews with managers, who are experts in ISO 9001 quality management system. The paper highlights the importance of attitudes. The necessity to develop interpersonal competencies among management representatives is also revealed. Additionally, it was found the relatively little importance of knowledge about studying the needs and customers satisfaction and relatively little importance of knowledge about ISO 9000 series of standards (beyond the ISO 9001 standard). Further empirical studies are needed. The study may have some implications relative to the design of curricula for the preparation of people to this function.
... Additionally, [38] described how the ISO 9001 standard improves the speed of services and reduces customer complaints related to banking services. In addition, [39] describes how the SMEs food enterprises can achieve some benefits by implementing the ISO 9001 standard, such as continuous improvement, prevention of nonconformities and customer satisfaction focus. ...
The purpose of this research is to provide a current situation of the ISO 9001 standard in the manufacturing sector in Mexico identifying its critical success factors, barriers and benefits of its implementation. A survey with 55 items in a five-point Likert scale was used mainly focused on quality managers and provided by e-mail and the social network LinkedIn obtaining 172 complete responses. The ISO 9001 standard is one of the initial strategies to manage quality, however, results exhibit some barriers hindering its implementation. According to the seven quality principles for the implementation of the standard established by the International Organization for Standardization, results exposed that the leadership and customer focus are the main factors considerated for a satisfactory adoption of the standard in the manufacturing sector in Mexico helping this industry to achieve some benefits.
... These people need the motivation (both intrinsic and extrinsic) so that they continue doing their job accordingly. Wahid and Corner (2009) revealed that reward system and understanding of performance and communication are all critical factors in the maintenance of a facility. Furthermore, Emanuel (2012) mentioned that you have to understand people that you are working with because people have different needs and more importantly, it is imperative to let people have trust in you (p. 1) as their leader. ...
The contrasting practices of private and public institutions affect individuals motivation to work on the maintenance of its facilities. This paper attempts to develop a model that could predict how many years a facility (private or government) would last based on the given number of assumptions and random data. The study used an experimental design using simulation modeling. Assumptions were formulated to measure different variables. Findings revealed that government facilities tend to deteriorate faster compared to its private counterparts. Government facilities would only last approximately up to six (6) years then reach its critical level. This is due to the assumption that only 40% of government institutions are effective workers. Low percentage of effective workers would translate to less motivation of the worker to pursue any transaction that could possibly help the current state of the facility. On the other hand, more than half of the Private facilities would last more than five years before reaching a critical level. This is due to the assumption that private workers are 20% higher compared to government workers in terms of percentage of effective workers. A highly motivated worker will always be willing to spend time, even extra time, to perform his job. Benign neglect of a less motivated workforce would result to non performance of his assigned task. Therefore, increasing the level of motivation of an employee is the primordial concern of every organization whether private or public because an increase of well motivated and effective workforce would encourage everyone to help maintain and to extend the life of every facility.
... Studies have shown that despite the requirement to follow certain steps to comply with the standards, the people in many organizations do not understand the systems and do not carry out the operations correctly as specified. Wahid and Corner (2009) found that internal audit training is ineffective, while Chin, Poon, and Pun (2000) concurred, adding that audits do not lead to the correction or elimination of problems which are identified by researchers. ...
... Challenges in implementing ISO 9001 mainly relate to internal institutional issues (Kasperav , 2013). The main factors that determine ease of implementation include people, resources, education and communication (Ab Wahid and Corner, 2009). Implementation requires the involvement and commitment of all staff (Moturi and Mbithi, 2015). ...
This article analyses the applicability of the ISO 9001 standard in Higher Education Institutions. Initially developed for application in industry, this standard sets the requirements for implementing a quality management system in an organisation. Over the years, it has been adapted to the Higher Education sector as a quality management standard. The standard is analysed in terms of the relevance of its philosophy to Higher Education; its suitability for this sector; the ease of implementation; its effect on quality assurance and enhancement; and its impact on quality. The mechanisms by which it affects quality management are also presented. The analysis shows that ISO 9001 is based on a philosophy that resonates with general approaches to quality assurance in Higher Education Institutions and that its seven principles provide a sound basis for effective quality management. It can be adapted to the peculiarities of this sector and, although it imposes a considerable workload, it can be applied with ease. There is thus both a theoretical and empirical basis for the ISO 9001 standard to promote quality assurance and enhancement in Higher Education. Academic provision and administrative services can benefit from its adoption and it can promote and strengthen the development of a quality culture, especially when staff are deeply engaged in the process. It is thus concluded that the ISO 9001 standard provides a framework for quality management that is applicable to the Higher Education sector.
... Challenges in implementing ISO 9001 mainly relate to internal institutional issues (Kasperav , 2013). The main factors that determine ease of implementation include people, resources, education and communication (Ab Wahid and Corner, 2009). Implementation requires the involvement and commitment of all staff (Moturi and Mbithi, 2015). ...
This paper analyses the applicability of the ISO 9001 standard in higher education institutions (HEIs). The ISO 9001standard, initially developed for application in industry, sets the requirements for implementing a quality management system (QMS) in an organisation. Over the years, the standard has been adapted to the higher education (HE) sector as a model for quality assurance and enhancement. In this study, the standard is analysed based on a framework with the following variables; 1) Importance of the philosophy of the standard in HE, 2) Suitability to HE, 3) Ease of implementation, 4) Effect on quality assurance and enhancement and 5) Effect on quality culture. The mechanisms of how the standard affects quality management are also presented. The analysis shows that ISO 9001 is based on a philosophy that resonates with general approaches to quality assurance in HEIs. The seven principles of the standard provide a good base for an effective QMS. The standard is suitable to HEIs as its provisions can be adapted to the peculiarities of this sector. Although there is some considerable workload exerted by the standard, it can be applied with ease. There is both theoretical and empirical basis for the standard to embolden quality assurance and enhancement in HE. Both academic provision and administrative services can benefit from the standard. The standard can promote and strengthen quality culture in HEIs, more so where staff show deep engagement with the processes of the standard. It is concluded that the ISO 9001 standard provides a framework for a QMS that is applicable to the HE sector.
... When the empirical t-value more than the critical value we say that the coefficient is important at a definite significance level (Hair et al., 2014). This research has used a t-value of 1 The above tables show the research hypothesis results, H1: There is a relationship between knowledge quality and quality management system maintenance.The results indicated thatthe path coefficient between the KQ and QMSM is 0.607 as shown in figure (6) with standard error 0.042, t value 14.474 and p-value is 0.000. This p-value is greater than the threshold of 0.05 (Hair et al., 2006). ...
Importance of ISO9001 Quality management system (QMS)cannot be ignored by the business world at any cost as it has a direct impact on the organization's ability to fulfilclient's requirements.This research identified the gap that a comprehensive framework for quality management maintenance is lacking, and the present quality management frameworks in use are not capable enough to meet the ISO9001 quality standards. This research is contributing to scholarly knowledge by integrating knowledge management and process-based management (PBM) elementsin the quality management system maintenance area. This study is descriptive in nature, and a quantitativeprocedure wasadopted to gather the data from 341 sample sizes. A total of 4 hypotheses were proposed and these form the overall research framework of this study. The quantitative data was analyzed through a technique named as partial least squares structural equation modeling (PLS-SEM). The structural model results showed that process-based management element has a majorinfluence on quality management maintenance while knowledge quality has a significant impact on process-based management element. Surprisingly, the finding shows that there is no important direct effect contributed by knowledge quality on QMS maintenance.This research also discovered that the process-based management element fully mediates the association between knowledge quality and quality management system elements. This new framework can support its users in assessing the strong and week points of their QMS maintenance effort and strategy, directing their improvement areas, making a plan of action for enhancements, and customizing a particular part to the requirements of their organizations. Based on thequantitative results, the researcher has concluded and proposed a new quality management system maintenance framework for ISO9001 certified organizations in Malaysia.
... In general, Abdul and Corner (2009) mentioned that most studies do not generally address the impact of the implementation of quality management system through certification process on the organisations, hence, leading to argument. Adolfas (2010) also concluded that organisations with different implementation of quality management systems have significantly different performance patterns. ...
... Continual improvement is important to maintain competitiveness with their rivals. According to Wahid and Corner [14], more emphasis must be placed on continual improvement and preventive actions during the maintenance stage of quality management. For this reason, corrective and preventive actions are crucial for top management and employees to review, especially when they want to plan out strategies for their businesses. ...
Negotiation is an important process of management in any organizations especially if it involves quality management such as in corrective and preventive actions (CPA). The ability of software agent to implement automated negotiation can help organizations resolve or avoid conflicts. While many negotiation models have been developed, studies in intelligent selection of integrated negotiation models are still lacking. This paper proposes a conceptual framework for an agent-based negotiation model selector engine to resolve conflicts in the CPA activities. Several software agents will be involved to operate the proposed engine, in order to assist organizations in resolving conflicts and maintaining high quality management.
... Wahid and Corner, (2014) study on service firms in Malaysia established that ISO implementation is a critical factor on performance. The methods used in data collection were interviews with the relevant parties concerning the implementation of ISO. ...
Organizational performance is a function of how well managers use quality management practices to improve the quality of products and services. In today’s global environment, organizations are constantly looking for ways to expand and improve their businesses in terms of quality to enhance performance. Quality management practices have been used by organizations in Kenya to improve on performance. However, customers are still complaining that the quality of products and services has been compromised, this posed a dilemma in knowledge that the study needed to address by studying the effects of quality management practices on organizational performance in Kenya with a case study of KIRDI in Kisumu County. The purpose of this study was to establish the effect of quality management practices on Organizational performance in Kenya. While the study objectives were; to determine the effect of top management commitment on organization performance, to determine the influence of employee involvement through training on the organizational performance, to determine the effect of customer focus on the organizational performance, and to establish the effect of continuous improvement on the organizational performance. The study looked at relevant literatures based on study variables organizing them in thematic areas. The study was grounded on two major theories that were considered relevant and best described the study objectives. These were; Resource Based Theory and Quality improvement theory. Deming’s Quality Improvement Theory is more relevant to this study in that quality management practices is a quality management system which can be used to enhance quality of products and services through continuous improvement and which organizations can use to realize performance. This theory supports Objectives One, Two, Three and Four, therefore, this study leans more towards this particular theory. The research design that was adopted for this study was descriptive survey, this was the best suited design because the study embarked on a mixed method approach. The total population for the study was 50 employees of KIRDI in Kisumu County and since the population was relatively small and manageable, the researcher conducted a complete census. There are advantages of census over samples. Validity of the instruments was ensured through face, and content validity and reliability was tested using Cronbach’s Alpha with a coefficient of 0.7, which was considered acceptable. Data was analyzed using descriptive. The analysis used SPSS version 25, it’s currently the latest in the market to aid in data analysis. The results were presented using tables. The findings indicate that continuous improvement had positive and significant effect on organizational performance. Customer focus was found to be significant in explaining the variation of performance and top management commitment was found to have a significant effect on performance .The study recommends that the management should be committed to quality by providing strategic direction with respect to quality management practices, which should be aligned to the organizational objectives. Policy makers should create a quality framework that is geared towards improving performance and ensure it is adhered to by all organizations in Kenya. Finally, the study
Recommends that similar research be done in other counties and different organizations as a case study with probable different research methodology that will allow for hypotheses testing and showing the relationship between different quality management practices and how they influence organizational performance.
... La última ISO 9001 se orienta a demostrar la capacidad de satisfacer las necesidades y expectativas de los clientes y demás partes interesadas, y posteriormente aspirar al logro de la excelencia (Nápoles Rojas y Moreno Pino, 2013). Su principal objetivo es ayudar a las empresas en el desarrollo y el funcionamiento eficaz de un sistema de gestión de calidad mediante el aumento de su capacidad para diseñar, producir y entregar productos y/o servicios de alta calidad, independientemente del tamaño y sector de la Angélica María Alzate-Ibáñez |John Fredy Ramírez Ríos |Laura María Bedoya Montoya empresa (Wahid y Corner, 2009). Por su parte, la más reciente ISO 14001 se basa en el concepto de que un mejor desempeño ambiental se logra cuando todos sus aspectos están sistemáticamente identificados y manejados contribuyendo a la sostenibilidad (Ciravegna Martins da Fonseca, 2015). ...
La dinámica de los mercados ha conducido a las organizaciones empresariales a implementar herramientas de gestión que les permitan adquirir nuevas ventajas competitivas. Actualmente, estas ventajas no solamente son generadas por las condiciones del entorno, sino también por la optimización de los procesos internos. Este artículo presenta un modelo para la implementación del sistema integrado de gestión de calidad y ambiental en una empresa del sector metalmecánico desde el enfoque a procesos. Se realiza un diagnóstico de la empresa frente al cumplimiento de los requisitos de las normas ISO 9001:2015 e ISO 14001:2015. Posteriormente, se presenta un modelo estructurado en dos etapas para la implementación del sistema integrado de gestión. El modelo involucra los procesos y las actividades a tener en cuenta para dar cumplimiento a los requisitos normativos y garantizar la eficacia y eficiencia del sistema. Los lineamientos proporcionados en este artículo son aplicables a cualquier tipo de organización empresarial, con fines de implementación de sistemas integrados de gestión.
The purpose of this study is to determine the ISO 9001 factors that improve performance in the Emergency Services. Proper understanding of these factors might help to improve emergency services performance and related organisations. a structured questionnaire was used to collect data from 121 emergency service employees. ISO principles served as measurable variables and the results were interpreted based on these variables. Descriptive statistics and cross-tab analysis were applied for the purpose of this study.The results show that high level of training, effective communication and proper record keeping as factors that could improve performance in the emergency services. Management commitment is revealed to be insignificantly related to performance. The study is the first in the emergency services (firefighting and ambulance) in relation to quality management. The study provides emergency services managers with thorough understanding of the implementation of ISO 9001 quality management system and can use it to further enhance their decisions, thus improving performance.
Purpose
Certified and non-certified organisations must make strategic decisions regarding ISO 9001 adoption, maintenance, renewal and abandonment. However, the ISO 9001 literature lacks a typology of the strategic options available to these organisations. The purpose of this conceptual study is to develop a framework of the alternative strategies for the stages of the ISO 9001 life cycle (implementation/certification, certification maintenance and recertification/decertification stages).
Design/methodology/approach
The research method is based on literature review, selection of relevant variables and synthesis of coherent alternative strategies.
Findings
Results include the main variables of relevance for the definition of the ISO 9001 strategies (e.g. life cycle stage, organisational motivations, barriers, benefits, internalisation degree and quality of the certification body), the main situations in which organisations can find themselves (in terms of ISO 9001 certification, maintenance and decertification), the strategic options for each situation (e.g.: certify, maintain certification, try harder, change certification body, intensify learning and experimentation with ISO 9001) and the implications and consequences of such options. Research results are integrated into a strategy framework, composed of three strategy matrices, one for each stage of the life cycle. The matrices present the strategic situations, available strategic alternatives and benefits of the strategies.
Originality/value
This study combines the results of previous research to develop an original strategy framework, which constitutes the main research contribution. As far as the author is aware, there is no such strategy framework in the literature. The framework has relevant implications for theory and practice and helps to identify future research directions.
Basing on National Export Strategy elaborated in 2011 and aligned with EDPRS and vision 2020, the export of products and services could be increased to 11.5% in 2020. However few companies are committed to comply with the requirements of Quality Management System which are helpful for market access. Those companies which are ISO certified have gained acknowledgment and credibility for their products and services at the international level. So far, in Rwanda, there was no study done on the role played by certification to ISO standards in the market competitiveness. This paper aimed to assess the contribution of ISO 9001:2008 certification to the market competitiveness of local manufacturing companies in Rwanda with a
focus on SULFO Rwanda Industries Ltd. The methodologies employed spearman correlation and student t-tests. Based on a sample of 63 employees, 68 customers and the review of financial statements of SULFO Rwanda Industries, the findings report a significant difference between sales revenue, Return on Investment (ROI), and market share for the period before and after certification. Findings also report a positive and significant relationship between certification to ISO 9001:2008 and market competitiveness. Thus, it can be said that ISO certified companies experience the benefits of certification through the increase of sales revenue, ROI and market share which also implies increased customer loyalty, confidence and a larger customer base. This paper will help non-ISO certified companies to consider investing in a suitable quality management system, possibly leading to ISO 9001:2008.
Keywords: ISO, ISO 9001:2008, Competitiveness, Rwanda
Purpose
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.
Design/methodology/approach
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
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.
Originality/value
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.
Lack of funds and difficult to access to formal loans from banks are problems faced by Vietnamese enterprises in general and Hanoi enterprises in particular. There have been many domestic and international studies on accessing to bank credit capital. While the research works focused on the analysis from a corporate perspective, no specific corporate disclosure has been made in Hanoi, in the context of the Covid pandemic. This study aims to identify the important factors affecting access to bank credit capital in Hanoi, through interviews with 200 customers, and to use a quantitative study method (linear regression). The results showed that there were five factors affecting access to bank credit capital in Hanoi: (1) Economic background, (2) Secured Assets (3) Business Plan, (4) Productivity and (5) the relationship between companies with banks.
This research addresses the benefits of ISO 9001 to understand the reasons behind its worldwide adoption. By applying principal component analysis to the results of a survey encompassing 526 valid responses (24.4% response rate), a more business-oriented scale than the traditional internal/external type of motivation with three main categories of benefits is proposed: operational improvement benefit (regarded as the most relevant), profitability and, market. The internal benefits related to the operational improvement are the benefits most felt by organizations, highlighting the contribution of ISO 9001 to improve learning processes and knowledge generation. Concerning the organization size, medium-sized organizations attribute greater importance to the market and competitiveness. However, there are no statistical differences in the reporting of benefits felt in operational improvement and profitability. In relation to the year of certification, organizations certified before the year 2000 report higher market benefits when compared to those certified later. The investigation of ISO 9001 within Industry 4.0 and digital processes are suggested for future research.
En plena pandemia COVID 19, una microempresa manufacturera en Ciudad Juárez llevaba varios meses diseñando, mejorando e implementando un Sistema de Gestión de Calidad (SGC) para acceder a una certificación. Sin embargo, se suspendieron las actividades productivas por la contingencia sanitaria, reduciéndose al mínimo los requerimientos de los clientes, lo que hizo necesario convenir con los empleados para recibir 60% de su salario y evitar despidos. Al tiempo que se presenta la autorización para reanudar operaciones, no se tenían órdenes de trabajo. Súbitamente, un importante cliente establece el requerimiento de la certificación en ISO 9001-2015 para otorgar nuevas requisiciones. De esta manera, sin órdenes, financiamiento o recursos para mantener operaciones, se enfrenta el dilema de continuar con los planes de certificación o disponer de los escasos ingresos para solventar los salarios. Este trabajo describe y discute las experiencias y lecciones en el logro de la certificación en tan adversas circunstancias.
The purpose of this paper is to evaluate the effectiveness of ISO9001 through achieving its intended objectives and determine its impact on the performance dimensions of oil and gas drilling companies which are related to operations and HSE. 375 samples were obtained using a structured questionnaire from oil and gas drilling companies operating in OMAN to conduct an empirical study. A structured equation modeling (SEM) through SMART PLS was applied in order to determine the impact of ISO 9001 effectiveness on the performance dimensions of oil and gas drilling companies. The findings of this study reveal as identified in the literature, the dimensions of the ISO 9001 effectiveness which are evaluated by the degree of achievement of the standard's objectives, namely (continuous improvement, customer focus, prevention of nonconformities, risk-based thinking, leadership & commitment and Competency framework) and reveals its significant contribution to the performance of the oil and gas drilling companies. The operational and HSE performance of the oil and gas drilling companies are directly and significantly influenced by ISO 9001 effectiveness. The findings of this study revealed that the R2 value for the first order constructs which are the six ISO objectives are all above the 0.7, implying that the six constructs significantly explain the second order construct ISO 9001 QMS effectiveness. The R 2 for QMS effectiveness is 0.460 which means that, 46% of the variation in performance can be explained by effective quality management systems. The effect size f 2 was calculated to assess the effect each latent construct has on Quality Management Systems. It has been revealed in this study that PNC has the highest effect on QMS followed by CI, RBT, L&C, CF and CFW respectively. From the Q square statistic, it is inferred that QMS 9001 effectiveness has a high (strong) effect of 39% on performance. Finally, the Model fit was assessed based on the SRMR criteria by which it revealed a good fit of the model which was 0.052. These findings will support practitioners and decision makers to focus on quality related problems that might occur in their current or future projects to enhance their organization performance.
Purpose
This manuscript concentrates on addressing the success and failure factors to satisfy the small- and medium-sized enterprises (SMEs) need when facing challenges during the implementation of the quality management systems (QMSs) such as lack of both the financial and human resources and inadequate technical knowledge of quality management and employee indifference.
Design/methodology/approach
This research employs a mixed-method research approach in three different steps. First, based on interviews and a review of previous research, a list of critical factors influencing the success and failure of QMS implementation in SMEs is provided. After conducting the interview and extracting the results, a quantitative questionnaire is recruited as a complementary tool to demonstrate the accuracy of the literature review and interview findings and to increase the validity and reliability of the data. By applying the exploratory factor analysis (EFA) method, the factors affecting the failure and success of QMS implementation are identified separately. In the third step, a focus group meeting is used to name the factors and identify the relationships among them. The relationships among the factors are also shown using the concept map. Finally, after conducting the focus group meeting, several key issues have been extracted from practice and literature to realize the critical success and failure factors.
Findings
The current study reveals that the factors supporting the SMEs during the implementation of the QMSs may be classified into nine groups. Of these, six factors are related to critical success factors (CSFs), and three factors are related to critical failure factors (CFFs).
Originality/value
There have been several studies developed and conducted to address the success factors supporting the QMSs in SMEs. However, the scope of these studies has only been set on either qualitative or quantitative approaches. Hence, the proposed method presented in this essay, which is, in turn, a new contribution, attempts to use a combined approach based on both the semistructured interviews and survey methods. The results of this study can be used as a reference by scholars and practitioners to identify the relevant issues of QMSs and their application in SMEs.
_____________________________________ABSTRACT__________________________________
There are approximately 1,000,000 ISO 9001 certified companies worldwide. Every year, one third of these companies must decide whether to renew, or not, their certificate. The number of companies that abandon or lose the certificate has been growing and reached an average of 60,000 per year. Considering that there is currently no theory or model to explain this propensity of firms to decertify (18%), the aim of this study is to identify the underlying factors influencing firm propensity for ISO 9001 withdrawal and to analyse the relationships between these factors. In order to achieve these aims, the research develops a structural equation model (PLS-SEM), from extant literature, and estimates the model with survey data from a sample of 221 ISO 9001 certified companies. Results show that the main antecedents to decertification propensity are barriers to the initial certification, (absence of) external certification benefits, decertification motivations, and expected performance after decertification. This is the first study to address decertification from a systemic and comprehensive perspective and to present a structural equation model of the phenomenon. The study makes an integrated contribution to explain decertification propensity with the help of novel research variables. Results suggest several contributions to theory, and practice, and contribute to clarify a major contradiction in the field.
___________________________________________________________________________________
Full FREE version of the accepted manuscript: http://hdl.handle.net/10400.1/14954
Editor published version: https://doi.org/10.1016/j.ijpe.2020.108024
Purpose
Quality management systems are well established in multinationals and SMEs. For establishing and improving such systems, there is a variety of guidelines. Furthermore, there are software tools allowing a self-assessment of the current state of the implemented systems. However, these approaches do not fit for micro-enterprises and start-ups. Their processes are rather informal or not yet specified. Moreover, these companies are often in a phase of strong growth and have only one person in charge. Hence, they face the difficulty to decide if and how a (quality) management system should be implemented. This paper aims to show a first guideline for implementation.
Design/methodology/approach
The first step comprises a definition of microenterprises and start-ups and an analysis of their specific characteristics. Following, an overview of the DIN EN ISO 9001:2015 and its requirements is given. Next, it is analysed which requirements are relevant for or can be implemented in microenterprises and start-ups. Based on this, a guideline for decision-making is developed to examine if an application of the analysed standard is useful or necessary for the regarded companies. Also, the guideline illustrates how the requirements can be implemented.
Findings
A literature review, an analysis of the DIN EN ISO 9001:2015, the standards for project management, microenterprises and start-ups have been carried out. Thereby, the need to decide whether to implement implement a quality management system and assistance for the implementation process has been revealed as essential for the companies considered. Literature mostly deals with implementing a quality and/or project management system in multinationals and SMEs but not in very small companies. Furthermore, first practical examples have shown that microenterprises face difficulties when choosing and implementing a quality management system. A practical implementation guideline for these companies is lacking.
Originality/value
Although there is a lot of research dealing with quality management in SME, research about quality management in microenterprises and start-ups is scarce. This paper offers a first approach for a guideline of implementing an appropriate quality and possibly an additional or alternative project management in microenterprises and start-ups. This should facilitate the process of deciding if and how to implement an adequate management system for the regarded companies.
The purpose of this paper is to investigate through an exploratory research the factors that are important for improving quality performance in SMEs through internal audits. The research employed a Delphi method and a 95% confidence interval (CI) using a sample of Italian SMEs. The quantitative results have been enriched by qualitative suggestions. The findings show that the important factors for improving quality performance are auditing key performance indicators (KPIs) as well as economic and financial indicators and controlling improvement initiatives. It is also important to have top-management commitment and to employ tools and principles from the Lean Six Sigma and TQM movements. Some controversial results pertaining to the use of managers for internal audits were revealed as well as auditors’ knowledge of the products/services. Further, respondents believed that audits should be based on process mapping rather than formal procedures and that it was unnecessary to utilise qualified auditors. Although this research paper has its main limitation in collecting data from Italian SMEs only, we believe that the findings of this research could be useful to practitioners who want to improve the performance of the ISO 9001 Quality Management System (QMS). The findings also open avenues for further research.
Purpose
Quality management systems (QMSs) are well established in multinationals and small-and-medium enterprises (SMEs). For establishing and improving these systems, a variety of guidelines have been established. Furthermore, there are software tools allowing a self-assessment of the current state of the implemented systems. However, these approaches are not appropriate for microenterprises and start-ups as their processes are rather informal or not yet specified. Moreover, these companies are often in a phase of strong growth and have only one person in charge; hence, they face the difficulty to decide if and how a QMS should be implemented. The purpose of this study is to report a first guideline for implementation of a QMS for microenterprises and start-ups.
Design/methodology/approach
The first step comprises a definition of microenterprises and start-ups and an analysis of their specific characteristics. An overview of the DIN EN ISO 9001:2015 and its requirements is given below. Next, the relevant requirements that can be implemented in microenterprises and start-ups are analyzed. Accordingly, a guideline for decision-making is developed to examine if an application of the analyzed standard is useful or necessary for these companies. Moreover, the guideline illustrates how the requirements can be implemented.
Findings
A literature review, an analysis of the DIN EN ISO 9001:2015, and of microenterprises and start-ups have been carried out. Thus, the need to decide whether to implement a QMS and assistance for the implementation process has been revealed to be essential for the companies that were considered. The literature mostly deals with implementing a quality and/or project management system in multinationals and SMEs but not for very small companies. Furthermore, the practical examples have shown that microenterprises face difficulties when choosing and implementing a QMS; thus, a practical implementation guideline for these companies is lacking.
Originality/value
Although there is a lot of research dealing with quality management (QM) in SMEs, research about QM in microenterprises and start-ups is scarce. This paper offers a first approach for a guideline of implementing an appropriate QMS and possibly an additional or alternative project management system in microenterprises and start-ups. This should facilitate the process of deciding if and how to implement an adequate management system for such companies.
The purpose of this thesis is to develop a guidance document for integrating quality, environmental, occupational health and safety and energy management systems for manufacturing industries. The thesis presents the current status and strategies of the Integrated Management System (IMS) in Malaysian manufacturing industries. As to understand the status and strategies of IMS implementation, quantitative data collections through questionnaire survey were performed. In total, 40 responses from a variety of manufacturing sectors were analysed. The result shows that manufacturing industries are embarking on IMS regardless of the types and sizes of the organizations. They are applying various strategies as long as it is practicable for their organizations’ business activities and processes due to the absence of international or national standards as a guideline for IMS. Concurrently, qualitative data was collected through Delphi Technique Expert Opinion Method with three rounds of experts’ views collection for the purpose of developing the guidance document. Nine experts panel from the category of academician, government body, and practitioners (consultants and auditors) participated in the activity. They have agreed to the proposed content and also raised their suggestions for improvement of the proposed document. The document has been prepared using the High-Level Structure documented as Annex SL by ISO Directive. This structure is similar to the current release of ISO 9001:2015 and ISO 14001:2015 International Standard.
p>Saat ini banyak perusahaan besar dan kecil di Indonesia yang sudah mulai menerapkan standard baik standard. Untuk meningkatkan mutu produk Industri Kecil dan Menengah, tentunya pemerintah terus berupaya untuk mendorong penerapan standard agar mampu bersaing di pasar internasional. Usaha pemerintah untuk menumbuhkan kesadaran penerapan standard tentu tidak mudah dikarenakan rendahnya kesadaran pelaku usaha terutama Industri Kecil akan manfaat yang diperoleh dari penerapan standard. Selain itu, banyak pelaku Industri Kecil yang menganggap bahwa standard itu sebagai hambatan bukan sebagai solusi. Disamping itu, tingkat pendidikan yang kurang juga mempengaruhi pelaku usaha untuk menerapkan standard dikarenakan mereka tidak memahami isi standard. Berdasarkan permasalahan tersebut peneliti ingin melakukan penelitian yang berkaitan dengan faktor yang mendorong pemilik Industri Kecil Mebel di Jepara untuk menerapkan standard.
Penelitian ini bertujuan untuk mengetahui faktor – faktor yang mendorong Industri Kecil untuk menerapkan standard. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 85 Industri Kecil mebel di Kabupaten Jepara. Penelitian ini menggunakan 18 variabel yang diadopsi dari penelitian sebelumnya menegenai faktor – faktor yang mempengaruhi Industri Kecil dan Menengah dalam menerapkan standard. Metode yang digunakan dalam penelitian ini yaitu analisis faktor yang digunakan untuk mereduksi variabel – variabel yang ada menjadi suatu faktor yang dapat mewakili isi atau informasi dari variabel tersebut.
Berdasarkan pengolahan data yang dilakukan diperoleh bahwa terdapat tujuh faktor yang mendorong industri kecil dalam menerapkan standard antara lain: faktor internal perusahaan , faktor pengembangan dan motivasi internal perusahaan, faktor sarana dan prasarana perusahaan faktor kebutuhan perusahaan , faktor budaya dan keuangan perusahaan, faktor atribut pekerja, dan faktor kompetitor.
Hasil penelitian ini bermanfaat bagi stakeholder khususnya pemilik usaha dan pemerintah, Hal tersebut dikarenakan pemilik usaha dapat mengetahui faktor apa yang mendorong usaha mereka dalam menerapkan standard dan manfaat bagi pemerintah dapat membuat kebijakan yang berkaitan dengan faktor tersebut sehingga penerapan standard bisa dilakukan dengan sebaik mungkin.
Kata Kunci: Industri Kecil, Standard, Standardisasi</p
Purpose
Although aligning information technology (IT) with quality management (QM) is a popular concept, it has not yet been properly, theoretically and empirically grounded. Therefore, the purpose of this paper is to identify critical factors for the effective implementation (CFEI) of IT-enabled ISO-9000 quality management system (QMS).
Design/methodology/approach
The primary field data were collected through a questionnaire survey of 381 small and medium enterprises (SMEs) in India. Exploratory factor analysis and confirmatory factor analysis were applied to check the reliability and validity of the data collected. First, using pattern matrix, 48 items (extracted from relevant literature) representing CFEI of IT-enabled ISO-9000 QMS were grouped into six latent variables (eigenvalue⩾1). Second, to test the relationship among CFEI, firm performance and competitive positioning, six hypotheses were formulated and tested using structural equation modelling (SEM) procedure.
Findings
The study results found that identified CFEI of IT-enabled ISO-9000 QMS, i.e. “strategic attributes” ( β =0.517), “tactical attributes” ( β =0.323), “operational attributes” ( β =0.281), “organisational infrastructure and processes” ( β =0.231), “system knowledge” ( β =0.194), “alignment of system with firm’s strategy” ( β =0.230), have a significant effect ( p <0.05) on the successful implementation of ISO-9000 QMS. The critical factors are found to have a direct and positive impact on the firm’s performance. Study results found that the critical factors do not directly affect the firm’s competitive positioning ( β =−0.097), but they do so indirectly through customer satisfaction ( β =0.627) and operational performance ( β =0.482).
Originality/value
The proposed model provides critical factors to align IT system with ISO-9000 QMS which is highly required mainly for SMEs. The study will provide a mean by which small manufacturing firms can counter the effects of increasing global competition.
Total Quality Management (TQM) is managing people and business processes to ensure complete customer satisfaction at every stage. As building projects get large and becoming complex, clients are requiring a higher quality standard for project delivery with lower construction cost. This study intends to assess the constraint and challenges in the implementation of TQM of construction companies. The cross-sectional research design is used for this study and the population entails construction professionals in indigenous and expatriate construction companies in Nigeria. Random sampling procedure was used to select the respondents. A total of 50 questionnaires were distributed and 30 was retrieved and used for the analysis. It gives a response rate of 60%.Statistical Package for Social Science(SPSS) 17 th version is used to analyse using descriptive statistic and the Relative Importance Index(RII) of the level of importance of the factors were calculated. From the study is show that the factors affecting the implementation of TQM are management commitment factors, the role of quality department and training and education. The challenges of TQM are lack of available quality system documentation, lack of understanding of the process requirement and high cost to implement TQM. In conclusion, Nigeria construction companies do not have quality control and assurance manual that will be a guide to monitor the quality of the end products as such most projects are abandoned as a result of poor quality workmanship. It was therefore recommended that Nigeria construction companies should develop a framework for the purpose of quality standard and for them to compete with their counterpart globally.
Purpose: This paper is to review the existing literature on the Critical Success Factors (CSFs) of various Continuous Improvement (CI) like Total Quality Management (TQM), Lean, Six Sigma and Lean Six Sigma (LSS), and perform a Content Analysis (CA) leading to an agenda for future research
Design/methodology/approach
Content Analysis (CA) is based on literature review of 41 papers published in peer reviewed scholarly journals. A four-stage methodology is used by the authors, with Stage-1 featuring relevant material collection; Stage-2 presenting a descriptive analysis; Stage-3 outlining the category selection; and Stage-4 featuring the material evaluation using clustering and Pareto analysis
Findings
The CA revealed various research implications and directions for the future. The number of studies in the literature regarding CSF assessment is found to be far from substantial while compared to CI implementation. Assessment methodologies developed have been ranging from qualitative to quantitative models. Key gaps were identified and directions for CSF assessment are proposed which requires further validation
Research limitations/implications
Only articles that appeared in peer-reviewed journals were analyzed; conference papers, reports, manuals and white papers from practice were excluded. Another limitation of the paper would be the scope of CA limited to four CI constructs - TQM, Lean, Six Sigma and LSS. Research implications indicate that the future studies in this domain would be intensive towards analyzing the vital CSFs for enterprise organizational excellence and not merely process excellence
Practical implications
This review study can serve as a resource for both researchers and practitioners to understand the importance of CSFs and positioning CSFs for successful implementation of CI programs
Originality/value
The CA on the existing literature on CSFs for CI presents a unique, systematic effort to identify an agenda for future research. This study is the apparently the first of its kind on CSF assessment
Abstract,ISO 9000 quality systems have,been developed,to provide necessary conceptual,and structural input for fulfilling customer,needs by ensuring consistent and desired product quality. It is necessary to have an implementatio n plan, the success of which depends on top management involvement,from,the beginning. Consultants can also play a major role in this implementation programme.,Effectiveness of a system can be judged by higher customer satisfaction through increased employee,involvement,and product,quality improvement.,This case study deals with formation,of road map, implementation details, road blocks and tactical steps to remove the road blocks, in implementing,ISO 9001 within 12 months and achieving better quality product in a textile mill.
ISO 9000 is now a widespread quality management practice in Hong Kong manufacturing industries. There is a pressing need to investigate the critical success factors that can help those ISO 9000 registered companies to plan for the continuous maintenance and improvement of their quality systems. With this in mind, the authors have recently conducted a study to identify the critical issues of ISO 9000 maintenance in the Hong Kong electronics manufacturing industry. This paper presents the critical maintenance issues identified during the course of this study, which could facilitate the manufacturers in maintaining their ISO 9000 quality systems. The findings will be of use to the Hong Kong electronics manufacturing industry and will provide a good reference to other industries and other countries as well.
Purpose
The aim of the study is to investigate and to understand the practice of implementing and operating the QMS in an organisational context, providing an analysis of the way ISO 9001:2000 was implemented and operated and focusing on identifying factors which have negatively or positively influenced the effects of the quality management system (QMS).
Design/methodology/approach
Three case studies of small organisations were examined. The methodological approach was based on Porras and Robertson's model. The data collection methods included interviews, a questionnaire survey of all employees and document studies.
Findings
ISO 9001:2000 was implemented and operated with minimum effort and little change was experienced. QMS was not perceived as a tool for managing processes, but as a tool for handling documentation. Consequently, this was reflected in the benefits achieved. Despite the external benefits which followed from obtaining the certificates, only minor internal benefits were found. Internal motivation, engaged and trained employees, a competent quality manager, committed CEO and development‐oriented auditors were identified as critical, influencing the effects from ISO 9000. In general, in the way ISO 9001:2000 was implemented and operated many opportunities for improvement were lost.
Research limitations/implications
The choice of small organisations for the case studies has important implications for the results. Small organisations often lack resources, which limits the initiatives that they can take.
Practical implications
The QMS and its effects are not determined by the ISO 9001 requirements, but by the organisational context and the way the system is implemented and operated.
Originality/value
The paper provides an explanation why organisations achieve very different results from ISO 9001 implementation. It also shows that certification bodies may have an important role for the effectiveness of the QMS.
Purpose
– While manufacturing organisations were early adopters of ISO 9000, lately, many service sector organisations have also pursued adoption. The aim of this paper is to compare the experiences with the standard of the two sectors.
Design/methodology/approach
– The research collected data from 149 service and 160 manufacturing organisations using a common survey measurement instrument.
Findings
– Results show that there are no statistically significant differences between the two groups in terms of time and cost of obtaining registration. Also, there are only small points of differences in motivation for registration and difficulties faced. There are greater differences between the groups in terms of benefits gained and management practices associated with the standard.
Originality/value
– These results provide interesting insights into how the two groups perceive and engage with the standard, how cross‐industry diffusion could be taking place, and the veracity of the claims made about the universal applicability of the standard. These findings imply that service organisations can learn from the experiences of the manufacturing sector, but copying carte blanche the implementation strategies is fraught with risks. Further, the standard is not universally applicable and may need industry‐specific tailoring.
In order to compete at the international level, companies are beginning to recognize ISO 9000 registration as a virtual necessity. As a result, the number of ISO certifications issued in the U.S. and Canada tripled between 1992 and 1994. By means of a case study, this paper desribes how a large healthcare manufacturing organization recently achieved its ISO 9001 certification. Specifically, the strategies and the process used by the organization in obtaining the registration is explained.
Thematic analysis is a poorly demarcated, rarely acknowledged, yet widely used qualitative analytic method within psychology. In this paper, we argue that it offers an accessible and theoretically flexible approach to analysing qualitative data. We outline what thematic analysis is, locating it in relation to other qualitative analytic methods that search for themes or patterns, and in relation to different epistemological and ontological positions. We then provide clear guidelines to those wanting to start thematic analysis, or conduct it in a more deliberate and rigorous way, and consider potential pitfalls in conducting thematic analysis. Finally, we outline the disadvantages and advantages of thematic analysis. We conclude by advocating thematic analysis as a useful and flexible method for qualitative research in and beyond psychology.
Purpose
This paper aims to analyse and show the influence on European companies' performance of the two most important models for quality management (QM) practice popularised in recent years: the ISO 9000 and the European Foundation for Quality Management models.
Design/methodology/approach
The methodology is a qualitative survey carried out in Spain using the Delphi method, based on previous research work. The results of this research were analysed and triangulated with the results of other surveys carried out previously, as well as with information gathered during several in‐depth interviews of the experts that participated in the Delphi panel.
Findings
In the opinion of the panel of experts, the implementation of QM models in the studied region has had a positive influence on company results, mainly through the improvement of operations, efficiency and the costs of companies' internal activities.
Originality/value
This is one of the first papers that show us the different impact of this kind of QM model in Europe.
Since 1987, when the International Organization for Standardization accepted a series of quality norms – the ISO 9000 standards – large companies and small and medium-sized enterprises (SMEs) have been obliged to open their doors to something new: the culture of quality, a message which is very often associated with the initials of this well-known standard. In Spain there are around 6,000 companies with this certificate, but they have not always obtained the same results. In this article we expose the results of an empirical research developed in 288 Spanish companies, to determine what the benefits are of the implementation of this standard. With a cluster analysis we found the existence of different typologies of companies. We found that nearly 65 per cent of the companies that have been certified in Spain have obtained very high levels of internal and external benefits.
Recently, ISO 9000 and its associated versions are rapidly becoming a “license to compete” worldwide. Its standards are generic in the way that they can be applied to all functions and all industries in various areas of human endeavor. They have been described as the “one size fits all” standards. In developing countries like Pakistan, adoption and implementation of ISO 9000 quality management system is slow due to lack of awareness and initiatives. The present study is an attempt to analyze different practices of ISO 9000, like its status, problems faced (before, during and after implementations), benefits gained, its impact, certification cost, the next step after ISO’s 9000 certification, critical success factors, the role of training, consultancy, top management support, use of ISO 9000 in the international markets, future prospects and in particular, general practices of ISO 9000 in the Sports Industry of Pakistan. In this study, detailed case studies clearly explain the current status and existing practices of ISO 9000 in the sports industry.
Examines the literature relating to the implementation of quality assurance systems and then uses a questionnaire to a number of organisations and consultants to compare “practice” with “theory”. Analyses the implementation process for quality assurance systems designed to meet the requirements of the ISO 9000 standard to identify the role of the different “actors” to find out which factors facilitate the implementation or make it more difficult. Suggests that the primary motivation for introducing ISO 9000 systems is to improve image and reputation rather than processes.
States that small- to medium-sized manufacturers are finding the ISO 9000 standards difficult to implement. Discusses a research project which investigates the factors influencing the process of ISO 9000 certification for these manufacturers and identifies the critical issues inhibiting its implementation. Uses the findings of the research project to formulate a strategy, which has been proved successful in a number of cases, to assist small- to medium-sized manufacturing companies in obtaining ISO 9000 certification.
The ISO 9000 standard for quality management systems was accepted by the International Organisation for Standardisation in 1987. Since then, large companies and SMEs have been obliged to open their doors to something new, “the culture of quality”, a message that is very often associated with the initials of this well-known standard. Currently, there are more than 6,000 companies with this certificate in Spain, but they have not always obtained the same results. This paper gives the results of empirical research into 502 Spanish companies to determine the benefits of the implementation of this standard. By means of cluster analysis it was found that different typologies of companies exist. Also, nearly 65 per cent of the companies certified in Spain have obtained substantial internal and external benefits.
ISO 9000 certification is one of the most popular quality assurance systems in the world. Despite its overwhelming popularity, there is considerable confusion and frustration surrounding the role and business value of ISO 9000 certification. A review of the literature revealed a major gap in research in this area of quality/operations management. The purpose of this study is to test the strength of the relationship between ISO 9000 certification and organisational performance in the presence and absence of a total quality management (TQM) environment. Our analysis is primarily of a large random sample of manufacturing companies in Australia and New Zealand. The central finding is that ISO 9000 certification is not shown to have a significantly positive effect on organisational performance in the presence or absence of a TQM environment. This supports the view that on average ISO 9000 certification has little or no explanatory power of organisational performance.
The new version of the ISO 9000 standard is presented as a system nearer to total quality management (TQM) than the old norm. Given the positive effect that TQM has had upon companies' performance, the new ISO could be a good opportunity for companies to attain better results. In this article the authors used case-study methodology to analyze future implications of ISO 9000:2000 for companies' performance. The way changes in the standard are being applied by Spanish companies suggests that the new ISO will not constitute a radical change. Alongside these findings, the authors looked into improvement in operational and financial measures derived from the implementation of the new standard, compared with ISO 9000:1994. Both the way in which the changes are being managed and the measures of performance improvement lead one to think that the new standard will not contribute to better company management. These bad ISO 9001:2000 results could only be different if firms adopt the changes seriously and do not merely try to add new lines to their quality manual.
Since the early 1980s, manufacturing industries worldwide have seen a revolution in the way they operate. Consumers have become more and more demanding and the key to company/firm survival is the recognition of customers' satisfaction. In a way, companies have been forced to enhance the quality of their processes and their products. Some of them chose to establish internal quality systems whereas others have opted for employing a general quality system standard, such as the BS 5750 or the ISO 9000 series. In Greece, a great part of the companies (about 80%) employ quality system standards, among which the highest percentage (80%) belong to food manufacturing industries.
This paper aims to establish the benefits which may accrue from the adoption of ISO 9000 standards and to identify further the potential problems associated with the development and maintenance of these standards. The overall objective is to develop an understanding of the most eff ective means of introducing and maintaining a quality management system in ways that will maximize benefits to the organization. The paper first presents a review of the literature which establishes the major reasons for, and the benefits of, the introduction of ISO 9000. This is followed by the results of an Australian survey on the adoption of ISO 9000 standards. This survey is part of larger study investigating the impediments to the adoption of quality management practices in Australian firms. A content analysis to identify strategic business benefits and operational business benefits is then carried out on 50 case studies of Australian businesses which had introduced quality assurance and/or had achieved third-party certification to ISO 9000. The paper concludes with a discussion and recommendations for the implementation of an ISO 9000 system.
The primary objective of this study is to examine the relationship between ISO 9000 certification and quality management practices and quality results of firms in Singapore. The findings are compared with those reported by Rao et al. (1997, Total Quality Management , 8, pp. 335- 346) on firms in the USA, Mexico, China and India. Eight constructs for quality management practices are identified. Using the questionnaire developed by Rao et al. a survey is carried out on selected firms from the manufacturing, service and construction industries in Singapore. Both ISO 9000 registered and non-registered firms are included in the survey. The questionnaire consists of 91 statements, on a five-point Likert scale, to represent all the eight constructs. A total of 93 valid responses were received. The respondents are mainly from service industries, followed by construction and manufacturing. The majority of these firms are small and medium-sized enterprises, which are locally owned and have local customers and competitors. The data set is subjected to reliability and validity tests. Analysis of variance is carried out to explore the relationship between ISO 9000 certification and quality management practices. The result reveals that the ISO certification does not affect quality management practices and quality results of firms in Singapore. Further analyses indicate that some organizational characteristics, such as size and industry, have relationships with certain constructs of quality management practices.
Abstract In this paper, we present a detailed description of the difference between cultural factors and key system factors for implementation of quality management systems. The findings are drawn from observation of the implementation of quality management programmes in numerous factories (electronics, plastic injection, garments, automobile, steel making, etc.) located in Hong Kong/South China, Brazil, Japan and the US. Moreover, we analyze the failure and success factors for multi-cultural implementations. Based on the analysis, we suggest guidelines for a more effective and less culture-dependent implementation methodology.
This papers presents a study of the experiences and perceptions of Australian construction firms in using quality management systems, particularly those based on ISO 9000. A considerable variation has been observed in relation to specific quality related outcomes. In order to achieve consistent outcomes, a best practice implementation model for management of quality in construction needs to be developed by identifying the causality of each outcome. However, the development of such a model requires the use of validated constructs specific to the discipline, something that has not been found in the existing literature. A set of constructs is proposed for this purpose.
Notes that to be effectively implemented, quality management has to be aligned with strategy and properly co-ordinated. Develops a systems framework entitled congruence management business architecture. Notes that under this architecture an activity is the core entity for change and that every quality or related initiative will change, eliminate or create activities. Considers various quality management mechanisms under this architecture and considers various barriers. Suggests that the congruence management framework can help make quality management more effective.
States that, although there has been considerable progress with the implementation of total quality management in Australia and New Zealand over the past 15 years since it was pioneered in the manufacturing sector, there is still not a widespread acceptance and implementation of it. As a result, while the best companies in these countries are achieving high levels of competitiveness, the bulk of companies are still reporting mediocre performance in critically important areas such as customer satisfaction. Details how some of Australia and New Zealand’s leading companies have implemented quality improvement initiatives. Reports on a large survey of companies showing that on average, self-reported measures of employee morale, customer satisfaction and the extent of dissemination of customer requirements throughout a workforce are particular areas for improvement.
During the years 1995/96 a special survey was organised by the Chemical Engineering department of the NTUA (National Technical University of Athens) aiming at the examination of the conditions for the introduction of quality assurance systems (QAS) in Greek enterprises, the identification of the most important problems and the evaluation of the resulting benefits. Although the major motivating factor for companies to introduce QAS was market-related, benefits experienced often refer to the improvement of internal organisational and communication procedures, whereas the main difficulties concern the change in the way of thinking and working. The impact of training on the employees’ motivation, on the difficulties experienced and on the negative reactions of the staff indicates its significant role for the proper implementation of the system.
Purpose – This paper aims to present the findings of a case study conducted at ABC Structures (pseudonym), which is a small North American manufacturing company that has spent close to one year working on implementing the ISO 9000 standard. The main obstacles faced by ABC during implementation are highlighted. Although the company was not actually seeking registration, it was motivated by an internal need to improve operations, and by a vision of expanding business globally, in which case it expected that registration would be mandatory. Design/methodology/approach – The case study method was used to achieve the objectives. Information obtained from the case study was collected from various data sources including interviews and informal conversations with the president, sales manager, engineering manager, operations manager, purchasing manager, manufacturing manager and technical personnel, attendance at project meetings, company documents, plant tours, and observations of the manufacturing process and product samples. These sources provided information that was useful in developing and implementing a quality system. Findings – The case study conducted at ABC revealed a number of issues related to the implementation of a quality management system in a small company. While studies have shown that the ISO standard may not be applicable to small businesses, this study shows that the implementation of the standard's requirements benefited the company significantly. However, it should be noted that, while the company did not invest in all of the costs associated with ISO registration, it did invest in implementing as much as it could. Practical implications – This study will be useful to quality managers, quality assurance and/or quality control practitioners, as well as researchers seeking to further understand quality practices and issues surrounding them. The study will also be beneficial to organizations that are planning to implement ISO 9000, are in the implementation phase, or already practising or registered with ISO 9000. While some of the findings presented in this paper are not new, they confirm the results of prior research on the organizational barriers that companies face in the process of implementing a quality management system. Originality/value – The paper provides a description of steps taken by a small manufacturing company prior to implementing ISO 9000. It shows the hurdles it faced, and proposes how they could be overcome.
This paper indicates that ISO 9000 elements that relate to an organization quality system are hard to implement compared to elements that relate to operational procedures. The elements that are identified as difficult to implement and related to an organization quality system are: corrective and preventive actions, design control, management responsibility, statistical techniques, process control, document and data control and quality system. The elements that are perceived as easy to execute are: inspection and test status, packaging, preservation, and delivery, and inspection and testing. In addition, it has been found that companies that market their products in Europe, or engage in intense interaction with foreign partners, perceive a lesser degree of difficulty in practising the requirements of ISO 9000 series of standards compared to companies that do not have fair market share in Europe, or lack of foreign interactions. This argument works for companies with different ranges of paid-up capital or operating years.
In this article a model is presented concerning the organisation of the maintenance process of a quality system. This model consists of the composition of two existing models. The point of departure is a three-level model of quality management. Then each of these three levels has been split up into two components called “system-structural” and “social-structural”. After introducing several maintenance concepts on a conceptual level, these concepts are applied to each of these levels and components.
Examines the involvement of all levels of employees in Hong Kong and China companies for ISO 9000 registration and maintenance. For convenience, the employee levels are divided into management, supervision, staff and operator level categories. The extent and the nature of involvement among these four levels of employees are studied and an appropriate employee strategy for ISO 9000 registration and maintenance is formulated. Based on the literature review, and the analysis of case studies and personal interviews that are conducted for selected Hong Kong and China ISO 9001/2 certified companies, we have formulated an employee involvement strategy to establish, implement and maintain the ISO 9000 based quality system. Then a questionnaire survey is conducted and the survey data are analyzed to validate and revise the strategy formulated earlier.
Purpose
– To obtain a general opinion concerning the implementation of quality management systems (QMS) of construction‐related firms in the USA and Hong Kong, and to determine whether construction‐related firms have ever made an effort to measure quality improvement.
Design/methodology/approach
– Two questionnaire surveys, one in the USA and one in Hong Kong, were conducted by sending out questionnaires to construction‐related companies. The surveys were then followed by 15 in‐depth, semi‐structured interviews with top management and quality managers of construction‐related firms in both the USA and Hong Kong.
Findings
– The results of the study indicate that different perceptions towards the implementation of formal quality management systems existed between the two places. Mainly due to the lack of initiative and promotion from both clients and governments, construction companies in the USA have failed to see the need to obtain the ISO 9000 certification. In Hong Kong, however, the government's initiatives have resulted in a high percentage of companies having certified to the ISO 9000 standards. The results of the study also indicate that, though most companies used different tools for quality measurements, such measurements were mainly for monitoring and for recording purposes.
Originality/value
– This is the first time that such a rigorous comparative study of quality management systems in the construction companies of two different countries has been conducted. It provides useful and practical insights into the differences and similarities between US and Hong Kong construction industries. This paper should be extremely valuable to practitioners in both countries, particularly the USA.
Proposes that the improvement of an existing quality management system (QMS) through flexibility and innovation will increase product and service quality, which will in turn enhance and advance the organization’s business objective. Explores the “segmentalist” and “integrative” concepts within the context of construction firms. Findings from a research project suggest that these should be removed from or implemented into the organization where necessary. Believes that organizations must adopt the “integrative” approach which looks ahead into the challenges of the future rather than the “segmentalist” approach which is contented with past accomplishments. Suggests that a corporate renaissance must be created within the organization to take on these challenges and to implement change and innovation. It is therefore necessary to develop the humanistic factors and a “participatory management” environment. However, in so doing, the technical aspects are also of importance and should not be totally ignored. These are collectively the key elements to maintaining a quality management system effectively.
Presents the key findings of a study into quality practices of a number of organisations in one of the Arab countries, Qatar, which is recognised as one of the leading liquefied natural gas-exporting regions since its reserves of gas represent about 7.4 per cent of the world total. The purposes of the study were to assess: the awareness, the understanding, the progress of, and reasons for the implementation of ISO 9000 and TQM; the obstacles encountered in TQM implementation; and the knowledge and/or practices of TQM related activities. The information was gathered using a questionnaire. The participating organisations, of which there were 143, ranged in size from large to small and came from the manufacturing, services and public sectors. The analysis of the survey data concluded that although there was a high level of enthusiasm regarding the practice of, or the need for, quality initiatives in the country, they were a long way behind those of Western organisations. Many reported an interest in ISO 9000 but due to a lack of understanding of the standard, it was often considered to be a quality model. The awareness and understanding of TQM was at a very low level and the main TQM success factors were not well-known and practiced. Interest at the time was centred on ISO 9000 certification.
The purpose of this paper is to present the results of an exploratory study carried out on a sample of certified companies that operate in Spain, with the aim of obtaining empirical evidence on the benefits of the implantation of standardised quality systems. This study delves into the theoretical implications of a growing field of research that attempts to combine total quality management, its synergy with market orientation and the certification’s consequences. The empirical evidence obtained enables us to affirm that the benefits attained by companies as a result of ISO certification are basically linked to an improvement in internal efficiency. This points to the need for evolution towards more complex systems where total quality management may find its place together with the market orientation philosophy.
In recent years, work to implement the ISO 9000 standard has been intensified in Swedish industry. A rapidly growing number of companies in various industries and lines of business have already been certified or are working towards certification. This situation is very interesting from the point of view of research, as it provides the opportunity to make observations in companies where the work towards change has been going on for a couple of years, at the same time as this work can be studied within new lines of business from the start. Recently, extensive research has been carried out regarding experiences of implementing of ISO 9000 in Swedish industry. Reports the results of this research. In an explorative phase, generates different research questions. Descriptive studies were then made based on these results. In addition, longitudinal in-depth studies focusing on the management of change and based on case studies were carried out in this phase. In all, more than 50 per cent of the Swedish ISO 9000 companies certified in 1993 were investigated. Shows the most common reasons for certification, the positive and negative effects and the companies’ experiences of certification. On the basis of these results, and on earlier known models of change work, draws normative conclusions with implications for more efficient management of change.
Purpose – Public sector organisations have been relatively late in adopting ISO 9000 quality management standards in comparison with those from the private sector. While the standards have the potential to provide many benefits, they could also reinforce certain detrimental orthodoxies. How suitable ISO 9000 is to public sector organisations is not clear. This paper aims to assess the suitability of ISO 9000 through the experiences of a public sector organisation. Design/methodology/approach – The organisation is a prominent Australian federal government agency operating in the maritime safety area. The experiences of this organisation were captured through interviews with key personnel and publicly available data. Specific issues analysed included the motivation for implementation, the registration process involved, the difficulties faced and the benefits derived. Findings – Overall, it is clear that ISO 9000 has been a success in this organisation. It had the “right” attitude in terms of its motivation for implementation, used a pragmatic approach to the registration process, took practical steps to minimise problems and had realised meaningful benefits. Originality/value – Results suggest that the approach taken by this organisation can be exemplary to other similar organisations. The paper supports the contingent view of ISO 9000 where organisations need to customise the standards to their requirements. Finally, this paper provides empirical insights into the diffusion of a significant management phenomenon in a sector that does not appear to have had much experience with it.
The aim of this research is to analyse the dissatisfaction that ISO 9000 has created in small companies. Certification is only a guarantee that the company is using a quality management system according to a list of requisites and procedures. However, the benefits that have been attributed to ISO 9000 have often been overstated, so that companies tend to generate high expectations that are difficult to realize completely. This idea is tested over a sample of 131 small certified companies in Spain. The effect of time on the achievement of advantages and the satisfaction of expectations from ISO 9000 is also tested.
Using data collected from a sample of 43 ISO-certified Turkish textile companies, we explore the influence of various factors on textile companies' satisfaction with ISO 9000. This is the first attempt to examine the relationships between textile companies' demographic characteristics, difficulties encountered in ISO 9000 implementation, improvements generated after attaining ISO 9000 and textile companies' satisfaction with ISO 9000. The results suggest that textile companies may be more satisfied with ISO 9000 through increased emphasis on making operational improvements. In particular, they should focus on increasing product quality, reducing error/defect rate in production and increasing overseas market share. They should also focus on considering alternative approaches to educating the top and medium level managers and gathering information from previously certified companies. The paper concludes with a discussion of findings resulting in developing a model predicting textile companies' satisfaction with ISO 9000 and recommendations for future research areas.
Providing a complete portal to the world of case study research, the Fourth Edition of Robert K. Yin's bestselling text Case Study Research offers comprehensive coverage of the design and use of the case study method as a valid research tool. This thoroughly revised text now covers more than 50 case studies (approximately 25% new), gives fresh attention to quantitative analyses, discusses more fully the use of mixed methods research designs, and includes new methodological insights. The book's coverage of case study research and how it is applied in practice gives readers access to exemplary case studies drawn from a wide variety of academic and applied fields.Key Features of the Fourth Edition Highlights each specific research feature through 44 boxed vignettes that feature previously published case studies Provides methodological insights to show the similarities between case studies and other social science methods Suggests a three-stage approach to help readers define the initial questions they will consider in their own case study research Covers new material on human subjects protection, the role of Institutional Review Boards, and the interplay between obtaining IRB approval and the final development of the case study protocol and conduct of a pilot case Includes an overall graphic of the entire case study research process at the beginning of the book, then highlights the steps in the process through graphics that appear at the outset of all the chapters that follow Offers in-text learning aids including 'tips' that pose key questions and answers at the beginning of each chapter, practical exercises, endnotes, and a new cross-referencing tableCase Study Research, Fourth Edition is ideal for courses in departments of Education, Business and Management, Nursing and Public Health, Public Administration, Anthropology, Sociology, and Political Science.
Examines a range of reasons relating to ISO 9000 series certification and the implementation of total quality management (TQM). Identifies five different types of strategies in relation to the approach taken to ISO 9000 series certification and defines their key characteristics. Also identifies and describes four different types of TQM maturity, following the achievement of ISO 9000 registration. Points out that the development of a TQM approach to managing a business is based on the emotional commitment of the chief executive officer, the understanding and knowledge of the management team about TQM, appropriate systems to stimulate, guide and direct TQM activities, and the involvement and participation of employees in the business. The findings indicate that ISO 9000 series registration can be a tool for organisational change, but only if the organisation has a plan to develop its approach to the management of quality on the principles of TQM.
The primary objective of this study is to examine the relationship between ISO 9000 and quality management practices and quality results of companies in Singapore. This research replicates the original research done by Subba Rao et al. in the United States, Mexico, China and India by conducting a comparative study in Singapore. MASTER OF BUSINESS
In order to compete at the international level, companies are beginning to recognize ISO 9000 registration as a virtual necessity. As a result, the number of ISO certifications issued in the U.S. and Canada tripled between 1992 and 1994. By means of a case study, this paper describes how a large healthcare manufacturing organization recently achieved its ISO 9001 certification. Specifically, the strategies and the process used by the organization in obtaining the registration is explained.
Since the early 1980s, manufacturing industries worldwide have seen a revolution in the way they operate. Consumers have become more and more demanding and the key to company/firm survival is the recognition of customers' satisfaction. In a way, companies have been forced to enhance the quality of their processes and their products. Some of them chose to establish internal quality systems whereas others have opted for employing a general quality system standard, such as the BS 5750 or the ISO 9000 series. In Greece, a great part of the companies (about 80%) employ quality system standards, among which the highest percentage (80%) belong to food manufacturing industries.
Critical linkage factors between management and supervisors staff for ISO 9001:2000 quality management systems in construction
- S Low
- H Ling Pan
Low, S. and Ling Pan, H. (2004), "Critical linkage factors between management and supervisors
staff for ISO 9001:2000 quality management systems in construction", Proceedings of the
9th International Conference on ISO 9000 and TQM, 5-7 April 2004, Siam-City Hotel,
Bangkok.
About the authors
ISO 9001: After registration, then what?
- L Mccullough
- A Laurie
McCullough, L. and Laurie, A. (1995), "ISO 9001: After registration, then what?", Proceedings of
ANTEC Annual Technical Conference, Vol. 3.
Alive and kicking - quality assured: getting it was hard work, but keeping it means constant improvement
- R Stewart
Stewart, R. (1995), "Alive and kicking -quality assured: getting it was hard work, but keeping it
means constant improvement", The Chartered Builder, April, pp. 12-13.
The development of TQM in Qatar
- K Alkhalifa
- E Aspinwall
Implementation of ISO 9000 and process approach in textile industry
- R Burzacca
- P Lunghi
Burzacca, R. and Lunghi, P. (2003), "Implementation of ISO 9000 and process approach in textile
industry", Proceedings of the 8th International Conference on ISO 9000 and TQM,
Montreal Canada.
How to survive ISO surveillance
- D Dzus
- E G Sykes
Dzus, D. and Sykes, E.G. (1993), "How to survive ISO surveillance", Quality Progress, October,
pp. 109-12.
Strategy for the successful implementation of ISO 9000 in small and medium manufacturers ISO 9000 maintenance Implementation of ISO 9000 in the healthcare sector: a case study Quality Management System Handbook for Product Development Companies
- J P T Mo
- A M S Chan
- J G Motwani
- C H Cheng
- M S Madan
- Fl
- B Poksinska
- J A E Eklund
- J J Dahlgaard
Mo, J.P.T. and Chan, A.M.S. (1997), " Strategy for the successful implementation of ISO 9000 in small and medium manufacturers ", The TQM Magazine, Vol. 9 No. 2, pp. 135-45. ISO 9000 maintenance Motwani, J.G., Cheng, C.H. and Madan, M.S. (1996), " Implementation of ISO 9000 in the healthcare sector: a case study ", Health Marketing Quarterly, Vol. 14 No. 2, p. 63. Nanda, V. (2005), Quality Management System Handbook for Product Development Companies, CRC Press, Boca Raton, FL. Poksinska, B., Eklund, J.A.E. and Dahlgaard, J.J. (2006), " ISO 9001:2000 in small organizations: lost opportunities, benefits and influencing factors ", The International Journal of Quality & Reliability Management, Vol. 23 No. 5, pp. 490-512.
A maintenance model for quality management ISO 9000 series experiences in small and medium-sized enterprise The ISO 9000 series as a tool for organizational change: is there a case?
- Van
- H Water
- Van
- A Wiele
- A Brown
Van de Water, H. (2000), " A maintenance model for quality management ", The International Journal of Quality & Reliability Management, Vol. 17 No. 7, pp. 756-70. Van der Wiele, A. and Brown, A. (1997), " ISO 9000 series experiences in small and medium-sized enterprise ", Total Quality Management Journal,, Vol. 8 Nos 2/3, p. S301. Van der Wiele, A., Williams, A.R.T., Brown, A. and Dale, B.G. (2001), " The ISO 9000 series as a tool for organizational change: is there a case? ", Business Process Management Journal, Vol. 7 No. 4, pp. 323-31.