Total quality management, ISO 9000 certification and performance improvement

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.Abstract Records the research on the relationship between TQM, ISO 9000 certification and business performance improvement. The research is based on a survey conducted in Norway. Finds that the TQM criteria (or enablers) such as quality leadership, human resource development, quality information, etc. contribute to the improvement of customer satisfaction and business performance. However, none of these TQM enablers can guarantee enhanced performance. It is these enablers as a whole that contribute collectively to the improvement of performance. The study also finds that ISO 9000 standards are partially related to the implementation of TQM and the improvement of business performance. The recommendation is that ISO 9000 should be incorporated with the philosophy and methods of TQM.The research register for this journal is available at

Lean readiness – the case of the European pharmaceutical manufacturing industry

“…In general, the results of this study indicated that ISO 9000 certification has no effect on the quality practices, and hence LR level, of European pharmaceutical manufacturers. This is in line with findings of Al-Najem et al (2013), Sun (2000), Williams (1997) and Taylor (1995), who claimed that ISO 9000 does not serve as a platform for quality excellence programmes such as LM and TQM. Indeed, as Al-Najem et al (2013) discovered for the case of Kuwaiti SMEs, ISO 9000 only contributes to the training of the workforce and managers.…”

“…Gotzamani and Tsiotras, 2001;Magd, 2006;Escanciano et al, 2001). However, an opposite view is suggested by Sun (2000), who comments that ISO 9000 offers a limited platform to support the implementation of TQM and LM. As far as the pharmaceutical sector is concerned, a relatively low level of ISO 9000 certification has been observed when compared to other industries (Freitas, 2009).…”

Managing with ISO Systems: Lessons from Practice

“…General and managerial benefits have also been stressed: financial performance, leadership in quality issues, motivation, training and awareness, communication, work climate, etc. Second, the literature has focused on the external impacts of ISO 9001: customer satisfaction and service, complaint reduction, delivery, supplier relations, image, sales, market share, etc (Sun, 2000;Escanciano et al, 2001;Standards Council of Canada, 2000). Although critical approaches toward ISO 9001 are relatively scarce in the literature, certain studies have questioned the standard benefits or stressed the various pitfalls associated with its implementation (Quazi et al, 2002;Moatazed-Keivani et al, 1999).…”

“…Although certain studies offer general recommendations to managers, they are most often based on statistical results and not on firsthand experience of the standard. As a result, these recommendations to managers tend to remain rather oblique: incorporation of ISO certification with the philosophy of total quality management, establishment of key performance indicators, involvement of stakeholders in ISO design, development of best practices and manufacturing excellence through certification, use of ISO as a catalyst for change, consideration of the connection between ISO implementation and supply chain management, monitoring of ISO implementation by suppliers, etc (Gonzáles-Benito and Gonzáles-Benito, 2008;Naveh and Marcus, 2005;Delmas, 2001;Sun, 2000;Christmann and Taylor, 2006).…”

Quality assurance and satisfaction with their results: an application to the implementation of EN 9100 standard in the Spanish aerospace sector

“…In addition, as numerous studies show (among others, Buttle, 1997;Brown et al, 1998;Neergaard, 1999;Sun, 2000;Escanciano et al, 2001), the level of satisfaction with the implementation of ISO 9001 is very closely linked to the level of positive effects obtained as a result of this standard, to an extent that the stronger these positive effects appear to be, the greater the level of satisfaction with implementation. For this reason, we shall analyse prior studies on the acquisition of these positive effects and to what extent the determining factors that will be the object of analysis in this research have influenced them.…”