The Impact of Implementing Quality Management Principles of IS09000 on Business Effectiveness: An Applied Study at Palestinian Businesses

Abstract

The management of quality has received considerable attention in recent years and various studies have documented analysis and results of the impact of quality management models on organizational effectiveness. This research study provides details of an investigation of the impact of the principles of ISO9000 quality management system on improving organizational effectiveness in Palestine. Using a recent survey of ISO9000 implementing companies, data were collected and analysed about critical quality management principles: quality strategy, continuous improvement, leadership development, and customer satisfaction, and the impacts were assessed using key organizational effectiveness indicators: employee satisfaction, quality, and productivity. Basic hypotheses were formulated and tested and the results showed that companies have indeed made significant efforts towards establishing genuine quality systems and consequently attained benefits in terms of effectiveness indicators. Furthermore, correlation analysis confirmed suggestions in the literature that a company’s performance is positively impacted by the establishment and implementation of quality principles and quality models. لقد ظهر الاهتمام في السنوات الأخيرة في موضوع إدارة الجودة وتناوله الباحثون بالتحليل حيث ظهرت الكثير من الدراسات التي توثق نتائج تطبيق إدارة الجودة على فعالية وأداء المؤسسات. تطرح هذه المقالة تحاليل ونتائج آثار تطبيق مبادئ نظام الآيزو 9000 على فعالية آداء المؤسسات الفلسطينية التي منحت شهادة هذا النظام. فباستخدام المسح الميداني لأربعين شركة تم جمع بيانات عن مبادئ نظام الآيزو 9000 المطبقة، وبالتحديد استراتيجية الجودة، التحسن المستمر، تطوير القيادات، ورضى العملاء، وتقييم آثار تطبيق هذه المبادئ من خلال مجموعة مؤشرات مهمة مثل رضى الموظفين، مستوى الجودة، ودرجة الإنتاجية. ولهذه الغاية يتم صياغة فرضيات إحصائية أساسية واختبارها وتشير النتائج إلى أن الشركات قد بذلت جهوداً فعلية من أجل تطبيق مبادئ الجودة وحققت لذلك بعض التحسن في معايير الأداء، وهذا يعزز النتائج المنشودة في الأدبيات حول وجود ارتباط إيجابي بين أداء الشركات وبين تطبيقها لمبادئ الجودة.

Halal standards’ implementation in Palestinian food sector: its drivers and impact on performance

“…Nevertheless, the quality management drivers and impact are limited in the Palestinian context when compared with others, and the previously published studies revealed mixed results, such as the drivers of quality management are based on the type of business (Baidoun, 2003, 2004; Altayeb & Alhasanat, 2014). In addition, the impact on business performance was positive in terms of non-financial indicators (customer satisfaction) in the Palestinian production sector (Al-Ghanim, 2003), with no previous publication regarding the impact of quality systems on other performance factors, such as marketing and financial performance.…”

“…Apart from these two main research streams, limited research has linked drivers, the depth of implementation and performance (financial and non-financial performance) by adopting the general frameworks of quality management system drivers and impacts (Al-Ghanim, 2003; Kafetzopoulos & Gotzamani, 2014). Giyanti et al .…”