This paper explores the implementation of a process‐based management system within a service organisation that has recently achieved certification of its quality management system to the ISO 9001:2000 requirements. Many academics and business people alike consider process‐based management as a fundamental requirement of certification to ISO 9001:2000 quality management systems. Hence, this paper discusses the definition of a process‐based management system and also considers, through a literature review, theories relating to the topic. Consequently, a theoretical model is proposed that outlines the factors affecting successful implementation of a process‐based management system. The paper demonstrates that the theoretical model has been assessed within a UK housing association enterprise case study organisation. The case study organisation presented in this paper, shows the potential barriers of implementation of a process‐based management system.
Balzarova, M.A., Bamber, C.J., McCambridge, S. and Sharp, J.M. (2004), "Key success factors in implementation of process‐based management: A UK housing association experience", Business Process Management Journal, Vol. 10 No. 4, pp. 387-399. https://doi.org/10.1108/14637150410548065
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