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Article
Publication date: 1 October 2006

Dimitris Tzelepis, Kostas Tsekouras, Dimitris Skuras and Efthalia Dimara

This work sets out to explore the effects of ISO 9001 on productive efficiency of firms.

Abstract

Purpose

This work sets out to explore the effects of ISO 9001 on productive efficiency of firms.

Design/methodology/approach

A sample of 1,572 firms from three Greek manufacturing industries is used for empirical work. The firms are from the food and beverages industries, the machineries industries as well as from the electrical and electronics appliances manufacturing industries and include both adopters and non‐adopters of ISO 9001. A stochastic frontier methodological approach is adopted and the effects of ISO 9001 can be modeled in four ways: as a managerial input alongside the conventional inputs of capital and labor, as a factor affecting technical inefficiency, as an input and a factor affecting technical inefficiency and as having no effect at all.

Findings

ISO 9001 operates as a factor affecting technical inefficiency with non‐neutral effects on capital and labor. The combined effect of ISO 9001 with capital increases the level of technical inefficiency reflecting adjustment costs incurred when ISO 9001 is adopted. The combined effect of ISO 9001 with labor decreases the level of technical inefficiency reflecting the positive result of ISO 9001 on reducing x‐inefficiency.

Research limitations/implications

The analysis isolates the effects of ISO 9001 on capital and labor but specific case studies are necessary in order to reveal managerial best practices that confront negative and support positive effects of ISO 9001 adoption within firms.

Originality/value

The paper illustrates that ISO 9001 is a managerial factor reducing productive inefficiency.

Details

International Journal of Operations & Production Management, vol. 26 no. 10
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 1 August 1999

S.L. Tang and C.W. Kam

Quality assurance has generally been accepted by the construction industry since the introduction of ISO 9000 quality standards in 1987. About 40 consulting engineering…

Abstract

Quality assurance has generally been accepted by the construction industry since the introduction of ISO 9000 quality standards in 1987. About 40 consulting engineering firms have successfully achieved ISO 9001 certification in Hong Kong from 1994 but the quality assurance processes described in the standard have not been unanimously agreed by the consulting engineers. The ISO 9001 was initially developed for the manufacturing sector and its application to knowledge‐based services is questionable. A survey has been conducted amongst certified consultants to collect objective and representative evidence of the suitability of applying ISO 9001. This paper reveals their motivation for and experience in implementing and maintaining a quality management system to ISO 9001. The benefits of the ISO 9001 quality system on consulting engineering firms and the inter‐relationship between quality, cost and time are also explored.

Details

International Journal of Quality & Reliability Management, vol. 16 no. 6
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 15 January 2021

Rateb Sweis, Nasser AL-Huthaifi, Afnan Alawneh, Wassim Albalkhy, Taghrid Suifan and Raeda Saa'da

This paper aims at studying the level of implementation of ISO 9001 in Jordanian consulting engineering firms and to what extent does the implementation effectiveness…

Abstract

Purpose

This paper aims at studying the level of implementation of ISO 9001 in Jordanian consulting engineering firms and to what extent does the implementation effectiveness affect the success of the construction projects. Moreover, the paper seeks to identify the Critical Success Factors (CSFs) that directly influence the ISO 9001 effectiveness in Jordanian consulting engineering firms.

Design/methodology/approach

A questionnaire was constructed and distributed to a sample of 125 employees from six ISO 9001-consulting firms. After collecting the data, exploratory factor analysis was utilized to validate the latent constructs (CSFs, ISO 9001 Effectiveness, and Firm Performance).

Findings

The findings suggest that firms experience a high level of ISO 9001 effectiveness. Moreover, among the five identified CSFs; employee attributes, external environmental pressure and quality system attribute had a significant impact on the ISO 9001 effectiveness, while internal motivation and firm attributes were insignificant.

Originality/value

The significance of this study lies in exploring such topic in the developing countries, since most of current studies were focused on developed contexts such as the USA and UK. Therefore, this research acts as a response to calls in the current literature regarding considering different industries and contexts.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 13 April 2012

António Jorge Gamboa and Nuno Filipe Melão

The purpose of this paper is to examine the benefits, disadvantages and success factors associated with the adoption of ISO 9001:2000 in educational organizations, more…

Abstract

Purpose

The purpose of this paper is to examine the benefits, disadvantages and success factors associated with the adoption of ISO 9001:2000 in educational organizations, more specifically in Portuguese vocational schools.

Design/methodology/approach

Through a rigorous literature review, an a priori model was developed which was then refined and validated by case studies in five Portuguese vocational schools.

Findings

The findings reveal rich and meaningful insights into a much under‐researched area, including four internal benefits, two external benefits, three disadvantages and four success factors. This research uncovered that vocational schools are using the standard as a means to provide strategic focus and as a foundation for planning. Interestingly, contrarily to previous studies, bureaucracy is depicted in a more positive light and, management commitment and support is not seen as the most important success factor.

Practical implications

The findings suggest the need, on the one hand, for schools to be more proactive in showing the benefits of quality concepts and the certification to stakeholders, and, on the other hand, for international and national quality bodies to make more efforts to produce, divulge and maintain ISO 9000 interpretation guides tailored to the specific needs of educational institutions. Overall, the findings may assist practitioners in identifying courses of action to make the implementation of this standard more effective.

Originality/value

This paper validates and extends the dispersed findings of existing literature by providing a useful unifying conceptual model of the impacts and success factors of ISO 9001 in vocational education, which can be tested in other levels of education, countries and application domains. This is also perhaps the first reported study of its kind conducted at a European country.

Details

International Journal of Quality & Reliability Management, vol. 29 no. 4
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 14 March 2013

Evangelos L. Psomas, Angelos Pantouvakis and Dimitrios P. Kafetzopoulos

The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard's objectives and determine its impact on the…

Abstract

Purpose

The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard's objectives and determine its impact on the performance dimensions of service companies related to product/service quality, operational and financial performance.

Design/methodology/approach

An empirical study was carried out using a sample of 100 ISO 9001:2008 certified service companies. Data were obtained from the quality managers of the companies through a structured questionnaire. Exploratory factor analyses are applied to extract the latent factors of the indicators of ISO 9001 objectives and performance dimensions. Multiple linear regression analyses are also applied in order to determine the impact of ISO 9001 effectiveness on the performance dimensions of service companies.

Findings

The findings of the present study confirm the dimensionality of the ISO 9001 effectiveness (evaluated by the degree of achievement of the standard's objectives, namely prevention of nonconformities, continuous improvement and customer satisfaction focus) and reveal its significant contribution to the performance of the service companies. The product/service quality and operational performance of the service companies are directly and significantly influenced by ISO 9001 effectiveness. However, the financial performance is directly influenced only by operational performance, while the impact of ISO 9001 effectiveness is indirect through its significant correlation with operational performance.

Research limitations/implications

The sample of the responding ISO 9001 certified service companies is limited to small and medium‐sized enterprises (SMEs) from one country (Greece). Moreover, the introduced instrument is of subjective nature as the data collected through quality managers may be biased regarding ISO 9001 effectiveness and company performance. Furthermore, the influence of ISO 9001 effectiveness on service company performance with regard to market share and customer satisfaction has not been determined. The above limitations suggest future research recommendations.

Practical implications

By defining ISO 9001 effectiveness based on its objectives, managers may be aware of what to improve to increase the standard's effectiveness and therefore directly improve service company performance in terms of quality and operative results and indirectly in terms of financial results.

Originality/value

Based on the core issues of ISO 9001 effectiveness this empirical study confirms its multi‐dimensional structure and determines the contribution of ISO 9001 effectiveness to specific performance dimensions of service companies.

Details

Managing Service Quality: An International Journal, vol. 23 no. 2
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 4 October 2011

Gad Vitner, Erez Nadir, Michael Feldman and Shmuel Yurman

The aim of this paper is to present the process for approving and certifying a neonatal intensive care unit to ISO 9001 standards.

Abstract

Purpose

The aim of this paper is to present the process for approving and certifying a neonatal intensive care unit to ISO 9001 standards.

Design/methodology/approach

The process started with the department head's decision to improve services quality before deciding to achieve ISO 9001 certification. Department processes were mapped and quality management mechanisms were developed. Process control and performance measurements were defined and implemented to monitor the daily work. A service satisfaction review was conducted to get feedback from families.

Findings

In total, 28 processes and related work instructions were defined. Process yields showed service improvements. Family satisfaction improved.

Research limitations/implications

The paper is based on preparing only one neonatal intensive care unit to the ISO 9001 standard.

Practical implications

The case study should act as an incentive for hospital managers aiming to improve service quality based on the ISO 9001 standard.

Originality/value

ISO 9001 is becoming a recommended tool to improve clinical service quality.

Details

International Journal of Health Care Quality Assurance, vol. 24 no. 8
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 30 August 2011

Luc Honore Petnji Yaya, Frederic Marimon and Marti Casadesus

The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e‐service quality (and hence customer satisfaction…

Abstract

Purpose

The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e‐service quality (and hence customer satisfaction and loyalty) in online banking services. In pursuit of this objective, the study also investigates: the validity of a modified scale for measuring e‐service quality in online banking services; and the factors that might influence customer satisfaction and loyalty in the context of online banking services (and the possible mediating/moderating effects of customer satisfaction on the relationship between service quality and customer loyalty).

Design/methodology/approach

An online survey is conducted among 428 customers of online banking services in Spain. Exploratory factor analyses, multi‐regression analyses, and Mann‐Whithney U‐tests are utilised to assess the proposed modification of the E‐S‐QUAL scale; the relationships among the constructs of service quality, satisfaction, and loyalty; and whether ISO 9001 certification affects customers' perceptions of e‐service quality (and hence satisfaction and loyalty).

Findings

Three of the four dimensions of the modified E‐S‐QUAL scale are confirmed, and all have a positive impact on customer satisfaction, which, in turn, significantly influences e‐loyalty. The mediating/moderating role of satisfaction on the relationship between service quality and loyalty is confirmed. Contrary to the research hypothesis, ISO 9001 certification does not seem to influence customers' perceptions of e‐service quality.

Practical implications

Managers should consider ISO 9001 certification, even if only for the internal benefits that it promises to provide. Managers must ensure superior e‐service quality (especially with regard to “efficiency”) if they wish to promote customer satisfaction and loyalty.

Originality/value

This paper is one of the first to investigate the impact of ISO 9001 certification on customers' perceptions of e‐service quality. However, the study is limited to a particular sector in a particular country.

Details

Industrial Management & Data Systems, vol. 111 no. 8
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 September 2005

S.X. Zeng, P. Tian and C.M. Tam

This paper aims to unveil the conditions of implementation of ISO 9001 standard in design organisations, identify the critical factors affecting design quality, and…

Abstract

Purpose

This paper aims to unveil the conditions of implementation of ISO 9001 standard in design organisations, identify the critical factors affecting design quality, and explore the main threats to impair sustainability of design organisations in Chinese economy system transition.

Design/methodology/approach

Using a structured questionnaire survey, a structured questionnaire was sent to the senior management representatives of the 100 design organisations ISO 9001‐certified in building and civil engineering. The relative importance index (RII) was employed to identify the factors affecting design quality and the major threats to sustainable development of design organisations.

Findings

The result shows that the major motivation for implementing ISO 9001 was to seek to improve management and organisational culture. The benefits resulted from the implementation of the standards were: standardisation for internal management for internal operations; increase confidence from clients for market effects, and reduce design deviations for effectiveness improvement. Moreover, the critical factors affecting design quality were identified including “commitment to quality of leader of project design team”, “technical skills of leader of project design team”, “commitment to quality of the designer”, “organising skills of leader of project design team”, “experience of leader of project design team”, and “design organisation's supervision and control on quality”. An additional finding shows that the top threat to impair sustainability of design organisations is “immature design market” in China.

Practical implications

Proposes some useful suggestions for the design organisations that are implementing (or will implement) ISO 9001 standards.

Originality/value

The study could help the design organisations to overcome the challenges facing them towards the adoption of the quality scheme and achieve continual improvement.

Details

Managerial Auditing Journal, vol. 20 no. 7
Type: Research Article
ISSN: 0268-6902

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Article
Publication date: 16 May 2008

Iñaki Heras, Ernesto Cilleruelo and Jon Iradi

The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector.

Abstract

Purpose

The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector.

Design/methodology/approach

The study undertakes a prospective qualitative survey using the Delphi methodology. A panel of 14 experts in the field constitutes the panel.

Findings

ISO 9001 has certain shortcomings in the context of the residential aged‐care sector. There is a need to fit generic quality‐management models to the specific characteristics of the sector, and to integrate those generic quality management models with specialised models.

Practical implications

Managers of residential aged‐care services should ensure: that they have sufficient resources to implement quality‐management models; that all personnel are involved in the implementation; and that generic models are appropriately adapted to the specific needs of the aged‐care sector.

Originality/value

The paper provides an original conceptual overview of the application of a generic quality‐management system to a specific services sector.

Details

Managing Service Quality: An International Journal, vol. 18 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 October 2006

Winston G. Lewis, Kit Fai Pun and Terrence R.M. Lalla

This paper presents the main findings of an empirical study that investigates the effects of the “soft” and “hard” criteria of total quality management (TQM) in four ISO

Abstract

Purpose

This paper presents the main findings of an empirical study that investigates the effects of the “soft” and “hard” criteria of total quality management (TQM) in four ISO 9001 certified small and medium‐sized enterprises (SME) in Trinidad and Tobago (T&T).

Design/methodology/approach

The study adopted an ethnographic research approach, and used the analytic hierarchy process (AHP) to determine the extent to which these criteria were implemented at the point of ISO 9001 certification. By complementing the literature review, a hierarchy framework of TQM implementation via ISO 9001 was developed. The framework comprised three levels of criteria, sub‐criteria and elements which determine the effectiveness of TQM implementation in SME. Inputs from 16 evaluators including senior executives and representatives from the studied companies were invited. The combined opinions from evaluators were used to identify and prioritize these criteria and components.

Findings

The results showed that the “soft” criteria were implemented less than the “hard” criteria in SME. The AHP findings supplement the body of knowledge existing in compliance requirements of ISO 9001 and provide insights on how SME perceive the importance of “soft” versus “hard” criteria in TQM implementation. These findings highlight the need to align SMEs' prevailing quality culture with top management and considers it as one of the focal compliance requirements for future revisions of the ISO 9001:2000 Standard.

Research limitations/implications

Because of the ethnographic nature of the study, it was possible to obtain data from only four SME.

Practical implications

SME in T&T may apply the findings of the empirical research to design, implement and continually improve their quality management system

Originality/value

This paper makes a contribution to the body of knowledge in the field of quality management in a region where such work is limited. It adds value by empirically measures TQM implementation by determining the extent to which its criteria is implemented in ISO 9001 certified SME.

Details

International Journal of Quality & Reliability Management, vol. 23 no. 8
Type: Research Article
ISSN: 0265-671X

Keywords

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