How can ISO 9000:2000 help companies achieve excellence?

Louise Boulter (Lecturer/Research Fellow in the Centre of Quality Excellence at the University of Leicester, UK, where she is a lecturer on the MSc in the Management of Quality Excellence. Louise conducts research on a number of topics including: benchmarking, ISO 9000, organisational excellence in the context of academic/industry technology transfer, intellectual property rights in global academic to industry technology transfer. She is author of the Financial Times book on Benchmarking for Competitive Advantage which has been translated into several languages.)
Tony Bendell (Professor of Quality and Reliability at the University of Leicester, UK, where he is also the Director of the Centre of Quality Excellence. His chair is funded by Rolls‐Royce plc. Tony is also a Director of Services Ltd one of the largest British Quality Foundation licensed Training and Consultancy Organisations for the EFQM Excellence.)

Measuring Business Excellence

ISSN: 1368-3047

Publication date: 1 June 2002


The ISO 9000 standard has been revised as of December 2000. It has been thought that the implications of addressing the changes may be particularly acute for small businesses, for which the impact of requirements and relative commercial costs of compliance can be greatest. In view of this, the Quality Research Group at the University of Leicester in collaboration with the Centre for Enterprise has conducted a research project with representatives from major internationally accredited UKAS certification bodies to explore the implications that the revision to ISO 9000 is likely to have on the small business community. This current paper reports on the study undertaken by the University of Leicester team with financial and collaborative support from Lloyds Register Quality Assurance and SGS Yarsley, two of the largest international ISO 9000 certification bodies. A detailed survey involving more than 1,000 respondents from UK‐based SMEs has provided a detailed empirical profile of the company’s own views of the value of ISO 9000:2000 on the path to excellence and what they will need to do to make it work. Face‐to‐face interviews were also used to provided verification and views from non‐certified companies. The results of the study are very positive and indicate a changing view and use of a standard that used to be seen as bureaucratic, officious and complacent.



Louise Boulter and Tony Bendell (2002) "How can ISO 9000:2000 help companies achieve excellence?", Measuring Business Excellence, Vol. 6 No. 2, pp. 37-41

Download as .RIS






Copyright © 2002, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.