The ISO 9000 series as a tool for organisational change: Is there a case?

Abstract

Examines a range of reasons relating to ISO 9000 series certification and the implementation of total quality management (TQM). Identifies five different types of strategies in relation to the approach taken to ISO 9000 series certification and defines their key characteristics. Also identifies and describes four different types of TQM maturity, following the achievement of ISO 9000 registration. Points out that the development of a TQM approach to managing a business is based on the emotional commitment of the chief executive officer, the understanding and knowledge of the management team about TQM, appropriate systems to stimulate, guide and direct TQM activities, and the involvement and participation of employees in the business. The findings indicate that ISO 9000 series registration can be a tool for organisational change, but only if the organisation has a plan to develop its approach to the management of quality on the principles of TQM.

Citation

van der Wiele, A., Williams, A.R.T., Brown, A. and Dale, B.G. (2001), "The ISO 9000 series as a tool for organisational change: Is there a case?", Business Process Management Journal, Vol. 7 No. 4, pp. 323-331. https://doi.org/10.1108/EUM0000000005731