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The purpose of this paper is to explore ISO 10001:2007 in planning, designing and developing a customer satisfaction promise (CSP) intended for inpatients care.

Through meetings and interviews with research participants, who included a program manager, unit managers and registered nurses, information about potential promises and their implementation was obtained and analyzed. A number of promises were drafted and one was finally selected to be developed as a CSP.

Applying the standard required adaptation and novel interpretation. Additionally, ISO 10002:2004 (Clause 7) was used to design the feedback handling activities. A promise initially chosen for development turned out to be difficult to implement, experience that helped in selecting and developing the final promise. Research participants found the ISO 10001-based method useful and comprehensible.

This paper presents a specific health care example of how to adapt a standard’s guideline in establishing customer promises. The authors show how a promise can be used in alleviating an existing issue (i.e. communication between carers and patients). The learning can be beneficial in various health care settings.

To the knowledge, this paper shows the first example of applying ISO 10001:2007 in a health care case. A few activities suggested by the standard are further detailed, and a new activity is introduced. The integrated use of ISO 10001:2007 and 10002:2004 is presented and how one can be “augmented” by the other is demonstrated.

Augmentation of an ISO 10001 code system for healthcare worker (HW) satisfaction with ISO/IEC 27701 and ISO/IEC 29184 privacy-related subsystems is shown. Four specific codes regarding the privacy of HWs using electronic devices for hand hygiene (HH) monitoring and the related activities are presented.

HWs’ concerns involving automated hand hygiene monitoring technologies were identified through a literature review and classified. Privacy codes (PCs) that deal with such concerns were developed. ISO/IEC 27701 requirements for privacy information were mapped to the elements of these codes, labelled as “Healthcare Workers’ Hand Hygiene Privacy Codes (HW-HH-PCs)”. Both ISO/IEC 27701 and ISO/IEC 29184 guidelines for Privacy Notices and consent were linked with the activities for preparing the code resources.

Components of an ISO/IEC 27701 system, the guidance of ISO/IEC 29184 and the definitions provided in ISO/IEC 29100 can assist the preparation of HW-HH-PCs and the required resources. An ISO/IEC 29184 Privacy Notice can be used as input for developing an Informed Consent Form, which can be implemented to suit two of the four developed HW-HH-PCs.

HW-HH-PCs and the supporting resources, which healthcare organizations could implement to potentially increase quality assurance of an automated HH monitoring service, are illustrated.

Integrative augmentation of ISO 10001:2018, ISO/IEC 27701:2019 and ISO/IEC 29184:2020 within an underlying framework from ISO/IEC 20000–1:2018 for information technology service, together with the related examples of privacy-related customer satisfaction codes and the corresponding resources, is introduced.

The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the standard's applicability in a public electrical utility.

A summary of the ISO 10001/2/3 standards is presented, followed by a more detailed analysis of ISO 10002: 2004 and its possible integration with ISO 9001: 2000. Subsequently, a demonstration of how ISO10002: 2004 compares to the case study electrical utility's complaints‐handling system is provided.

ISO 10001/2/3 can guide organisations in preventing customer dissatisfaction as well as in resolving complaints within and outside the organisations' borders. Results of the gap analysis between ISO 10002: 2004 and the electrical utility's complaints handling system showed major opportunities for improving the overall system, looking beyond merely addressing individual complaints.

Only one organisation was studied and ISO 10002: 2004 was less than a month old at the time. Quality management researchers will see opportunities for further investigation into the application of ISO 10001/2/3 and how these standards can augment quality management systems, particularly those based upon ISO 9001: 2000.

The presented discussion on an internationally‐standardized complaint‐handling system gives practitioners in the energy and other industries an incentive to study and apply ISO 10002: 2004.

The paper is a pioneering effort in applying ISO 10002: 2004 to an actual organisation. Furthermore, the links shown between complaints handling and quality management will open up new avenues for research in the area of the integration of standardized management systems.

Customer satisfaction is a tool for measuring providers’ service quality and may be evaluated based on measurement of perceived quality and customer expectations with respect to several aspects of service. The purpose of this study was to examine the relationships between various factors in the integrated model, including patient expectation (PE), total quality management (TQM), perceived service quality (PSQ), patient satisfaction (PS), patient complaint (PC) and patient loyalty (PL).

A self-administered questionnaire was distributed to inpatients who were treated in April 2018 at a tertiary-level hospital in Vietnam. The data set was analyzed using the Statistical Package of Social Sciences version 25.0 for descriptive statistics and AMOS 25.0 for structural equation modeling.

All hypotheses were supported by the results. TQM and PE positively influence PSQ; PE influences TQM; PE, PSQ and TQM influence PS; PC and PS influence PL; and PS influences PC.

These findings have implications for management, highlighting the importance of considering these factors in strategic planning aimed at improving customer satisfaction.

An integrated model was used to measure customer satisfaction and loyalty. The analyses indicate that TQM, PE and PSQ are the main factors that directly influence PS.

The purpose of this paper is to investigate the use of business excellence tools, particularly the extent of adoption of the ISO 9004:2000 guideline and respondents' perceptions of its usefulness.

In this paper a large empirical study was undertaken to identify the use of business excellence frameworks in Canada. The survey was based on a series of in‐depth interviews with 15 standardization experts who are all members of the Canadian Advisory Committee on Quality Management CAC/ISO/TC176. It was mailed to a sample of small, medium, and large businesses that spanned a wide range of manufacturing and service sectors, resulting in 187 responses.

This paper finds that the application of business excellence tools by Canadian organizations seems to be a function of both the size and location of the organization. There may be differences in use between organizations within different industry sectors, and those with different organizational structures. ISO 9004:2000 is not widely used, and probably needs a complete overhaul.

The survey in this paper had a relatively low response rate. The small number of respondents who were familiar with ISO 9004:2000 precluded any statistical analysis of the data. The results are of interest to a variety of quality management researchers, as there is a paucity of literature on ISO 9004, particularly with experimental data.

Contributions in the paper extend to practitioners, as the survey included manufacturing and service sectors, both publicly and privately owned, as well as executives, since the study was aimed at top management of the organizations surveyed.

The paper shows that, while the concept of business excellence has rarely been researched from a Canadian perspective, the focus on ISO 9004:2000 makes this study totally unique.

This paper aims to propose an integrative economic model of the GRI (Global Reporting Initiative) and performance prism based on concurrent engineering and developed balanced scorecard (BSC).

In this paper, the supplier aspect added to the basic BSC framework, a quality function deployment (QFD) developed in four phases and the economic GRI priorities were determined. Finally, the outcomes of QFD were used in Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) for ranking the economic indicators.

The indicators of financial interpretation, risks and opportunities had the first rank in learning and growth, internal processes, customer and financial BSC aspects, and they had the second rank only in the suppliers' BSC aspect.

In this paper, merely the economic indicators of the GRI standard was studied, and no comparison was made between the variables of the other standards and the GRI standard.

The most important contribution of this study is merging the supplier aspect and BSC based on the concept of suppliers, inputs, process, outputs and customers (SIPOC) in supply chain analysis. Achieving economic sustainability by a concurrent engineering approach is another novelty of this paper. The proposed model was examined in the tile and ceramic industry for the first time.

Significant interest in Integrated Management Systems (IMS), as a key area within ISO-related Management System Standards (MSS) literature, has been evident from both academia and industry over the past three decades. This study aims to map the evolution and current state of IMS research and propose possible directions for future studies.

A comprehensive content and bibliometric analysis of 846 documents from the Scopus database across the period 1995 to 2023 was conducted. This included performance analysis to track publication trends and identify key contributors, and content analysis to specify dominant research methodologies and the MSS most commonly integrated. Furthermore, science mapping techniques—such as co-authorship networks, keyword co-occurrence analysis, and bibliographic coupling—were utilized to outline the collaborative networks and the conceptual and intellectual structure of the field.

The study identifies three principal IMS research themes: the practical implementation of IMS, their role in promoting sustainability and social responsibility, and their impact on continuous performance improvement. It also highlights the field’s evolution and key research constituents—including influential works, prolific authors, leading academic institutions and countries, and top publishing journals. It further reveals that IMS research exhibits strong collaboration across authors and countries, and a rich methodological plurality, notably with a marked increase in empirical surveys in recent years. Additionally, it identifies the most frequently referenced MSS for integration, prominently featuring ISO 9001, ISO 14001, and ISO 45001/OHSAS 18001.

This study is original in its application of a dual analytical approach—bibliometric and content analysis—to provide a holistic overview of IMS research. It offers new insights into the integration of diverse MSS and proposes several promising paths for future research. Among the most prominent are standardizing IMS fundamental specifications, conducting more empirical research with advanced methods to evaluate the effects of MSS integration, providing practical support for organizations in IMS implementation through tailored methodologies and tools, and exploring the potential of Industry 4.0 and 5.0 technologies to advance IMS practices.

This paper seeks to describe an integrated management systems (IMS) approach for the integration of corporate sustainability into business processes.

An extensive review of published literature was conducted. Building on existing research, the paper presents an original framework for structuring the integration of corporate sustainability with existing business infrastructure. The framework is supported by a detailed set of diagnostic questions to help guide the process. Both the framework and the diagnostic questions are based on the “Plan‐Do‐Check‐Act” cycle of continuous improvement.

The paper highlights the need for a systematic means to integrate sustainability into business processes. Building on that point, the paper illustrates how an IMS approach can be used to structure the entire process of managing, measuring, and assessing progress towards corporate sustainability.

The paper should be of interest to both practitioners and researchers. The framework and diagnostic questions will help guide decision makers through the process of building sustainability into their core business infrastructure. Since the framework and diagnostic questions provide the flexibility to accommodate specific organizational contexts, it is anticipated that they will have wide applicability.

The paper makes several contributions. The framework provides a systematic approach to corporate sustainability that has not been elaborated on in previous publications. The unique set of diagnostic questions provides a means to evaluate the extent to which corporate sustainability has been integrated into an organization.

The purpose of this paper is to analyze whether the order or the strategy of management system standards (MSSs) implementation in an organization determines the level of integration of its standardized MSSs.

Groups of organizations that follow different implementation sequences have been obtained descriptively using a sample of 435 Spanish organizations, registered to two MSSs (ISO 9001 and ISO 14001) at the minimum. Differences with respect to the size of the organizations are also studied.

The results obtained show six different groups of organizations that follow different sequences of implementation and that have different levels of integration of their MSSs. Among the more interesting findings, organizations that had implemented quality and environmental MSSs simultaneously and have 50 employees or less achieve higher levels of integration compared to other organizations in the sample.

The paper analyses those sequences of management systems implementation that allow organizations to achieve higher levels of integration and presents a possible pattern for the companies initiating the integration process.