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ISO 9000 series ‐ Certification and performance

Jeroen Singels (Groningen University, The Netherlands)
Gwenny Ruël (Groningen University, The Netherlands)
Henny van de Water (Groningen University, The Netherlands)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 1 February 2001

5579

Abstract

In this article, the relationship is studied between certification on the ISO 9000 series and the performance of organizations. It is often claimed that ISO certification generates an improvement in the performance of organizations. This research aims to find out if ISO certification indeed results in better performance outcomes for organizations. This is of importance, for example, for those organizations that seek ISO certification in order to improve their performances. To test the hypothesis, an instrument is developed to measure the performance. The performance of organizations is operationalized through five performance indicators, which were derived from the literature: production process, company result, customer satisfaction, personnel motivation, and investment on means. Besides this main research interest the question is posed if other factors can explain for the performance. The concept of motivation is introduced which is the focus of the second part of the study.

Keywords

Citation

Singels, J., Ruël, G. and van de Water, H. (2001), "ISO 9000 series ‐ Certification and performance", International Journal of Quality & Reliability Management, Vol. 18 No. 1, pp. 62-75. https://doi.org/10.1108/02656710110364477

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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