ISO 9001 Standard: Developing and Validating a Survey Instrument

Abstract

Organizations are in the constant pursuit of reliable strategies for increasing customer satisfaction. One of these strategies refers to the implementation of the ISO 9001 standard as a quality management system to ensure that products and services meet or surpass customer expectations. However, successful ISO 9001-based systems are possible only if companies count on a series of critical success factors that guarantee successful ISO 9001 implementation. This research aims at developing and validating a survey instrument to evaluate the degree of compliance with ISO 9001 critical success factors among manufacturing organizations. The research is conducted in Mexican manufacturing companies. The survey is designed by considering the quality management principles of the ISO 9001:2015 standard as critical success factors. We conducted an exploratory and a confirmatory factor analysis to identify the structure of the survey and confirm its validity. Our findings confirm that the survey instrument comprises four constructs, three of them associated with the quality principles of the ISO 9001 standard, and one associated with the benefits of said standard. In conclusion, the proposed survey is a valid, useful tool to assess ISO 9001 implementation in manufacturing companies and similar organizations.

The effectiveness of the implementation of ISO 9001 on SMEs performance: the case of an emerging economy

“…The ISO 9001 standard has found extensive usage in organizations, with many firms using it as a marketing tool (Sampaio et al ., 2012). However, Sanchez-Lizarraga et al . (2020) observe that 9001 ISO requirement helps in attaining a competitive edge in industries.…”

“…In their research regarding 9001 ISO QMS manufacturing industries in Greece, Psomas and Antony (2015) confirm that 9001 ISO QMS's efficiency is embedded in the standard's objectives, described by the PNC, CI and CSF. Sanchez-Lizarraga et al . (2020) argue that companies, which focus on process improvement, can constantly adjust to changing customer wants and wishes.…”

“…Sanchez-Lizarraga et al (2020) argue that companies, which focus on process improvement, can constantly adjust to changing customer wants and wishes. Sanchez-Lizarraga et al (2020) note that organizations that focus on manufacturing foods, which were the aims of their study, achieve 9001 ISO quality objectives by focusing on CI, taking a CSF and preventing nonconformities. Further, CI is a central support factor for the development of 9001 ISO.…”

Prediction of defects using machine learning techniques in order to improve quality management system – A case study

“…Porter and A. J. Parker refers to it as a way to manage an organization to improve its general efficiency, where as J. Juran and A. Godfrey define a QMS as an administrative system used to directly control quality matters to meet organizational objectives and goals. L. Bravi, F. Murmura and G. Santos view a QMS and its subsequent certification as a voluntary process adhered to the philosophy of quality and supported by organizational motivation, goals and policies [10], while R.B. Carey defines QMS as an integrated set of activities used to establish and control work processes, manage resources, conducte valuations and continu all yimprove [11].…”

Sistema de Gestión de la Calidad basado en ISO 9001:2015 y su influencia en la satisfacción de los servicios de una empresa automotriz peruana

“…AS organizaciones buscan constantemente estrategias para aumentar la satisfacción del cliente [1]. Para ello surgen los Sistemas de Gestión de Calidad (SGC), herramienta que permite estructurar procesos, subprocesos y actividades de la organización, todo en relación con la calidad de los servicios prestados [2], pero lograr la calidad, además de ser una de las tareas de mayor importancia, es un proceso complejo de lograr a nivel organizacional [3].…”