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Integration of CSR principles in quality management

Irina Frolova (Institute for Quality Engineering, Riga Technical University, Riga, Latvia)
Inga Lapina (Institute for Quality Engineering, Riga Technical University, Riga, Latvia)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Article publication date: 15 June 2015




This paper aims to analyse the case of a non-governmental organization (NGO) and the possibilities of implementing corporate social responsibility (CSR) strategy and principles in an organizational quality management system (QMS) to reduce the rate of staff turnover and improve the overall excellence of the organization. QMS provides a framework for implementing CSR policy, strategy, activities and culture at all management levels of organization, creating a basis for establishing a sustainable development policy and providing overall employee and management commitment and continuous improvement of the system.


Several research methods, such as literature review, logical and comparative analysis, in-depth interviews, Ishikawa diagram method and organization performance assessment via M. Baldrige excellence criteria, were applied in this research.


The authors came to the conclusion that implementing employee-related CSR activities in an organizational QMS in a long-term period can reduce employee turnover, increase loyalty and commitment and improve the overall process performance in an NGO. The QMS framework allows maintaining, monitoring and evaluating continuous effect and execution of CSR principles, and including CSR strategies in organizational policy.

Research limitations/implications

The research is restricted due to the fact that the authors cannot disclose the name of the analysed NGO because of ethical and confidentiality considerations.


The paper presents an encompassing approach of integration of CSR principles in quality management principles for reducing staff turnover, completing a case study of an NGO.



Frolova, I. and Lapina, I. (2015), "Integration of CSR principles in quality management", International Journal of Quality and Service Sciences, Vol. 7 No. 2/3, pp. 260-273.



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Copyright © 2015, Emerald Group Publishing Limited

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