The benefits of the implementation of the ISO 9000 standard: empirical research in 288 Spanish companies

Abstract

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.

Improvement of Business Processes Performances through Establishment of the Analogy: Quality Management System – Human Organism

“…Premises on the insignificance of the system of quality regarding the improvement of performance are based on allegations that by that system, procedures are over-emphasized through an excessive care of implementation or non-coverage by procedures and real quality is neglected [2] to [4]. However, most research works point to real benefits of the ISO 9001 implementation, contrary to those who claim that the price of implementation and maintenance of QMS is bigger than profits realized by it [5] to [8]. There are negative premises in literature related with total quality management (TQM) model regarding influence on organizational performances, as it is also the case with the ISO 9001 model.…”

Analysing customer requirements and satisfaction in the furniture industry according to ISO 9000 certification: a case study

“…4) Analizar la motivación para la implantación de la normativa y los resultados que aporta ésta (ej. Carlsson y Carlsson, 1996;Buttle, 1997;Lee et al, 1999;Casadesús y Giménez, 2000;Heras et al, 2000;Santos y Escanciano, 2000;Marimon et al, 2002;Álvarez Gil et al, 2002;Calisir et al, 2005;Zaramdini, 2007). A pesar de las numerosas investigaciones relacionadas con las normas que se han realizado, son escasas las investigaciones que analizan explícitamente las prácticas de marketing asociadas a ellas.…”

“…Sus resultados muestran cierto abuso de la encuesta postal, en la que detectan algunas deficiencias metodológicas respecto a su contenido. No obstante, dentro de los estudios que examinan los resultados que aportan las normas, muchos de ellos analizan la implicación de la certificación en la satisfacción de consumidor (Brown y van de Wiele, 1995;Terziovski et al, 1995;Tsiotras y Gotzamani, 1996;Buttle, 1997;Rodríguez y González, 2003;Heras et al, 2005;Marín et al, 2007;Calisir, 2007;Martinez y Martinez, 2009) y en la identificación de las necesidades o requerimientos del cliente (Quazi y Padibjo, 1997;Jones et al, 1997;Brown et al, 1998;Casadesús y Giménez, 2000;Magd y Curry, 2003a). Sin embargo, ninguno de estos estudios identifica cuales son las prácticas de marketing más adecuadas para alcanzar los requisitos impuestos en las normas, tan sólo analizan en que medida la satisfacción ha sido mejorada o no por hecho de implantar un sistema de calidad.…”

Management system certification benefits: where do we stand?

“…According to Casadesús, Heras and Ochoa (2000) and Boiral (2012), ISO 9001 certification can have both internal (e.g., improved product quality, short delivery times, cost reductions, better process performance, improved system documentation, and higher quality awareness), and external benefits (e.g., improved customer satisfaction, better market image and stronger competitive position). The success in the implementation of ISO 9001 QMS is linked to the organization motivations (most significant results when the motivations are internal rather than external) and to the way the standard is interpreted (Fonseca, 2015b).…”