An investigation of the willingness of UK certificated firms to recommend ISO 9000

Abstract

Presents survey results which are derived from the most comprehensive investigation ever undertaken of UK companies certificated to ISO 9000. Reports an analysis of the willingness of certificated companies to recommend the standard to other, similar companies. States that the 4,250 certificated organizations mail surveyed, 1,220 (28.7 per cent) responded. Indicates that the companies most willing to recommend ISO 9000 were those most satisfied with the organizational impacts of the standard and these were of three major kinds: profitability impacts, process improvements and marketing benefits. Reports that companies also willing to recommend were those whose expectations had been met, and those who believed the standard to be cost‐effective. Proposes that these results should help deflect criticism about the perceived value of the standard, and motivate companies to pursue certification.

Citation

Buttle, F. (1996), "An investigation of the willingness of UK certificated firms to recommend ISO 9000", International Journal of Quality Science, Vol. 1 No. 2, pp. 40-50. https://doi.org/10.1108/13598539610126605