Critical success factors and problems in ISO 9000 maintenance

Benefits on productivity indicators after quality management implementation: evidence in the dairy industry

Purpose

This study aims to address two objectives: to analyse how the benefits of quality management (QM) are perceived on specific productivity indicators of the Colombian dairy industry and to analyse the degree of QM implementation.

Design/methodology/approach

The methodology used was a multiple case study and involved four companies in the Colombian dairy industry. The study variables were 32 QM practices and 7 productivity indicators. Data collection instruments were in-depth interviews and checklists.

Findings

Findings revealed that all productivity indicators exhibit changes after QM implementation. In addition, cases approaching ISO 9001 have the highest number of practices implemented, as well as evidence of control of all productivity indicators, which allows them to perceive greater benefits.

Originality/value

This research generates novel findings that contribute to the consolidation of theory by analysing changes in specific productivity indicators of the dairy industry after the QM implementation. At the same time, it provides valuable and useful information for managers, practitioners and policymakers.

A review and compilation of critical success factors for the implementation of maintenance at Nigerian public universities

Purpose

This paper aims to discuss the existing literature on critical success factors (CSFs) for maintenance implementation in Nigerian universities and compile them in a single format to determine if gaps may exist.

Design/methodology/approach

Many relevant articles were searched using keywords extracted from a preliminary literature review. The second round of articles abstract study resulted in 40 articles been selected for this compilation. Inductive coding technique and content analysis methodology were used to identify the constructs of the CSFs. Subsequently, a critical analysis of the reviewed literature identified some gaps in the literature studied.

Findings

This literature review reveals that lack of maintenance policy, maintenance culture, shortage of building facilities and overpopulation in Nigerian universities are the major problems affecting maintenance implementation success. Additionally, most researchers concentrate on the identification of CSFs without providing the strategies for implementing them.

Research limitations/implications

More in-depth research must be carried out on the study of CSFs to implement maintenance policy and culture in Nigerian universities. Duplication in the frequency analysis of the success factors is a significant limitation in this research work and is attributed to the secondary search used as the primary methodology for many articles cited.

Originality/value

This paper provides an in-depth compilation and analysis of all previously identified success factors for maintenance implementation in Nigerian universities using a structured methodological approach.

Success and failure factors in implementing quality management systems in small- and medium-sized enterprises: a mixed-method study

Purpose

This manuscript concentrates on addressing the success and failure factors to satisfy the small- and medium-sized enterprises (SMEs) need when facing challenges during the implementation of the quality management systems (QMSs) such as lack of both the financial and human resources and inadequate technical knowledge of quality management and employee indifference.

Design/methodology/approach

This research employs a mixed-method research approach in three different steps. First, based on interviews and a review of previous research, a list of critical factors influencing the success and failure of QMS implementation in SMEs is provided. After conducting the interview and extracting the results, a quantitative questionnaire is recruited as a complementary tool to demonstrate the accuracy of the literature review and interview findings and to increase the validity and reliability of the data. By applying the exploratory factor analysis (EFA) method, the factors affecting the failure and success of QMS implementation are identified separately. In the third step, a focus group meeting is used to name the factors and identify the relationships among them. The relationships among the factors are also shown using the concept map. Finally, after conducting the focus group meeting, several key issues have been extracted from practice and literature to realize the critical success and failure factors.

Findings

The current study reveals that the factors supporting the SMEs during the implementation of the QMSs may be classified into nine groups. Of these, six factors are related to critical success factors (CSFs), and three factors are related to critical failure factors (CFFs).

Originality/value

There have been several studies developed and conducted to address the success factors supporting the QMSs in SMEs. However, the scope of these studies has only been set on either qualitative or quantitative approaches. Hence, the proposed method presented in this essay, which is, in turn, a new contribution, attempts to use a combined approach based on both the semistructured interviews and survey methods. The results of this study can be used as a reference by scholars and practitioners to identify the relevant issues of QMSs and their application in SMEs.

Quality management for microenterprises and start-ups – is the ISO 9001 suitable?

Purpose

Quality management systems are well established in multinationals and SMEs. For establishing and improving such systems, there is a variety of guidelines. Furthermore, there are software tools allowing a self-assessment of the current state of the implemented systems. However, these approaches do not fit for micro-enterprises and start-ups. Their processes are rather informal or not yet specified. Moreover, these companies are often in a phase of strong growth and have only one person in charge. Hence, they face the difficulty to decide if and how a (quality) management system should be implemented. This paper aims to show a first guideline for implementation.

Design/methodology/approach

The first step comprises a definition of microenterprises and start-ups and an analysis of their specific characteristics. Following, an overview of the DIN EN ISO 9001:2015 and its requirements is given. Next, it is analysed which requirements are relevant for or can be implemented in microenterprises and start-ups. Based on this, a guideline for decision-making is developed to examine if an application of the analysed standard is useful or necessary for the regarded companies. Also, the guideline illustrates how the requirements can be implemented.

Findings

A literature review, an analysis of the DIN EN ISO 9001:2015, the standards for project management, microenterprises and start-ups have been carried out. Thereby, the need to decide whether to implement implement a quality management system and assistance for the implementation process has been revealed as essential for the companies considered. Literature mostly deals with implementing a quality and/or project management system in multinationals and SMEs but not in very small companies. Furthermore, first practical examples have shown that microenterprises face difficulties when choosing and implementing a quality management system. A practical implementation guideline for these companies is lacking.

Originality/value

Although there is a lot of research dealing with quality management in SME, research about quality management in microenterprises and start-ups is scarce. This paper offers a first approach for a guideline of implementing an appropriate quality and possibly an additional or alternative project management in microenterprises and start-ups. This should facilitate the process of deciding if and how to implement an adequate management system for the regarded companies.

Quality management for microenterprises and start-ups: is the ISO 9001 suitable?

Purpose

Quality management systems (QMSs) are well established in multinationals and small-and-medium enterprises (SMEs). For establishing and improving these systems, a variety of guidelines have been established. Furthermore, there are software tools allowing a self-assessment of the current state of the implemented systems. However, these approaches are not appropriate for microenterprises and start-ups as their processes are rather informal or not yet specified. Moreover, these companies are often in a phase of strong growth and have only one person in charge; hence, they face the difficulty to decide if and how a QMS should be implemented. The purpose of this study is to report a first guideline for implementation of a QMS for microenterprises and start-ups.

Design/methodology/approach

The first step comprises a definition of microenterprises and start-ups and an analysis of their specific characteristics. An overview of the DIN EN ISO 9001:2015 and its requirements is given below. Next, the relevant requirements that can be implemented in microenterprises and start-ups are analyzed. Accordingly, a guideline for decision-making is developed to examine if an application of the analyzed standard is useful or necessary for these companies. Moreover, the guideline illustrates how the requirements can be implemented.

Findings

A literature review, an analysis of the DIN EN ISO 9001:2015, and of microenterprises and start-ups have been carried out. Thus, the need to decide whether to implement a QMS and assistance for the implementation process has been revealed to be essential for the companies that were considered. The literature mostly deals with implementing a quality and/or project management system in multinationals and SMEs but not for very small companies. Furthermore, the practical examples have shown that microenterprises face difficulties when choosing and implementing a QMS; thus, a practical implementation guideline for these companies is lacking.

Originality/value

Although there is a lot of research dealing with quality management (QM) in SMEs, research about QM in microenterprises and start-ups is scarce. This paper offers a first approach for a guideline of implementing an appropriate QMS and possibly an additional or alternative project management system in microenterprises and start-ups. This should facilitate the process of deciding if and how to implement an adequate management system for such companies.

Factors for improving performance in ISO 9001 certified small- and medium-sized service enterprises

Purpose

The purpose of this paper is to investigate the factors that are important for improving the performance of ISO 9001 certified small- and medium-sized service enterprises (SMSEs).

Design/methodology/approach

Preliminary research questions were set on the basis of a literature review and then submitted to a Delphi panel of experts. The results from the Delphi panel were transformed into hypotheses in the form of a survey. A sample comprising 115 Italian SMSEs answered the survey, which also included specific fields for qualitative notes. The hypothesis tests used 95% confidence intervals, and notes and suggestions from the respondents were also collected.

Findings

The findings relate to the role and responsibilities of the quality manager, as well the entrepreneur and partners, the quality of the enterprise culture, training, awareness concerning process key performance indicators, visual management and modern digitised documentation and communication. Furthermore, criticisms emerged regarding the ISO 9001 standard in terms of cost of quality measurement, day-to-day improvement and problem-solving.

Research limitations/implications

This research is limited to SMSEs. The limitations of this research open avenues for further research. In particular, many suggestions from the respondents seem generalisable to other industries and also to large manufacturing firms.

Practical implications

The findings of this research could be used as a guideline for implementing ISO 9001 in the SMSE sector. Moreover, some of the criticisms could be taken into account for the next revision of the ISO 9001 standard.

Originality/value

This is one of the first papers to discuss important factors for improving the performance of ISO 9001 in the SMSE sector.

Critical factors of effective implementation of IT-enabled ISO-9000 QMS

Purpose

Although aligning information technology (IT) with quality management (QM) is a popular concept, it has not yet been properly, theoretically and empirically grounded. Therefore, the purpose of this paper is to identify critical factors for the effective implementation (CFEI) of IT-enabled ISO-9000 quality management system (QMS).

Design/methodology/approach

The primary field data were collected through a questionnaire survey of 381 small and medium enterprises (SMEs) in India. Exploratory factor analysis and confirmatory factor analysis were applied to check the reliability and validity of the data collected. First, using pattern matrix, 48 items (extracted from relevant literature) representing CFEI of IT-enabled ISO-9000 QMS were grouped into six latent variables (eigenvalue⩾1). Second, to test the relationship among CFEI, firm performance and competitive positioning, six hypotheses were formulated and tested using structural equation modelling (SEM) procedure.

Findings

The study results found that identified CFEI of IT-enabled ISO-9000 QMS, i.e. “strategic attributes” (β=0.517), “tactical attributes” (β=0.323), “operational attributes” (β=0.281), “organisational infrastructure and processes” (β=0.231), “system knowledge” (β=0.194), “alignment of system with firm’s strategy” (β=0.230), have a significant effect (p<0.05) on the successful implementation of ISO-9000 QMS. The critical factors are found to have a direct and positive impact on the firm’s performance. Study results found that the critical factors do not directly affect the firm’s competitive positioning (β=−0.097), but they do so indirectly through customer satisfaction (β=0.627) and operational performance (β=0.482).

Originality/value

The proposed model provides critical factors to align IT system with ISO-9000 QMS which is highly required mainly for SMEs. The study will provide a mean by which small manufacturing firms can counter the effects of increasing global competition.

V, R. R. Critical success factors of TQM, Six Sigma, Lean and Lean Six Sigma

Purpose

The purpose of this paper is to review the existing literature on the critical success factors (CSFs) of various continuous improvement (CI) like total quality management (TQM), Lean, Six Sigma and Lean Six Sigma (LSS), and perform a content analysis (CA) leading to an agenda for future research.

Design/methodology/approach

CA is based on literature review of 41 papers published in peer-reviewed scholarly journals. A four-stage methodology is used by the authors, with Stage 1 featuring relevant material collection; Stage 2 presenting a descriptive analysis; Stage 3 outlining the category selection; and Stage 4 featuring the material evaluation using clustering and Pareto analysis.

Findings

The CA revealed various research implications and directions for the future. The number of studies in the literature regarding CSF assessment is found to be far from substantial while compared to CI implementation. Assessment methodologies developed have been ranging from qualitative to quantitative models. Key gaps were identified and directions for CSF assessment are proposed which requires further validation.

Research limitations/implications

Only articles that appeared in peer-reviewed journals were analyzed; conference papers, reports, manuals and white papers from practice were excluded. Another limitation of the paper would be the scope of CA limited to four CI constructs – TQM, Lean, Six Sigma and LSS. Research implications indicate that the future studies in this domain would be intensive toward analyzing the vital CSFs for enterprise organizational excellence and not merely process excellence.

Practical implications

This review study can serve as a resource for both researchers and practitioners to understand the importance of CSFs and positioning CSFs for the successful implementation of CI programs.

Originality/value

The CA on the existing literature on CSFs for CI presents a unique, systematic effort to identify an agenda for future research. This study is the apparently the first of its kind on CSF assessment.

Assessment of ISO 9001:2015 implementation factors based on AHP

Purpose

The purpose of this paper is to discuss factors to support ISO 9001:2015 implementation. A framework for identification and prioritization of factors is applied in Brazilian power train suppliers (Tier 1). Brazil is the eighth largest vehicle manufacturer in the world.

Design/methodology/approach

The data analysis presented in this paper is grounded in an empirical study involving ISO 9001 certified Brazilian companies (47 plants) that supply auto parts to power train assembly plants. They represent almost 50 percent of the Tier 1 Brazilian power train suppliers. Data collection and analysis is performed with the participation of managers who are experts in quality management systems and ISO 9001. Analytic hierarchy process (AHP) supports the mixed methods approach. The data analysis is broken down by electrical components, machining, sub-components and small parts manufacturers.

Findings

The factors assessed are top management commitment, team commitment, training, responsibilities and authorities defined, schedule for implementation, quality culture, resource availability, integration between departments, level of bureaucracy as well as level of awareness regarding the ISO 9001 significance. A new factor was identified, which was not cited in the literature, quality staff reliability.

Research limitations/implications

The research is applied to suppliers of powertrain manufacturers and could reflect other sectors. It is important observe that the automotive sector represents a microcosm of the organization in general and many production models stem from there.

Practical implications

Understanding the critical factors is important to ensure that managers allocate resources appropriately during implementation and maintenance of ISO 9001:2015.

Social implications

Organizations around the world have, until 2018, to upgrade their quality systems to ISO 9001:2015 and the results of this paper can support strategies and decision making about that.

Originality/value

This paper evidences the relative importance among factors and ranks item in order of importance for ISO 9001:2015 implementation. Prior studies indicate the need to develop a mixed methods study to examine the role of the critical factors to support the ISO 9001:2015 implementation as done in this paper.

Influence of human factors on organisational performance

Purpose

– The purpose of this paper is to explore the influence of human factors in quality management on quality improvement practices and organisational performance in the Yemeni industrial sector.

Design/methodology/approach

– Data were collected via a quantitative survey with a questionnaire distributed to 261 managers from 87 industrial companies. Replies from 210 managers give a response rate of 80 per cent. Data were analysed with Statistical Package for the Social Sciences 16.0, including factor analysis, reliability analysis, descriptive statistics, and correlation analysis. Structural equation modelling was carried out using Amos to evaluate the model and hypotheses.

Findings

– Human factors influence positively quality improvement practices and organisational performance. Quality improvement practices positively influence organisational performance. Human factors indirectly and significantly influence organisational performance via the mediator of quality improvement practices.

Research limitations/implications

– The findings will be useful to both researchers and managers, especially those in Yemeni industrial companies. For further work, this study can be expanded to cover companies in other Middle East countries, and it may include more human factors.

Originality/value

– The study is one of a few that investigate the influence of human factors on quality management. Additionally, this study is the first to carry out such research in the Yemen and the Middle East region.

The development of a work environment framework for ISO 9000 standard success

Purpose

– The purpose of this paper is to present exploratory research with respect to the development of a novel classification and framework capable of evaluating the influence and maturity of work environment on the implementation of ISO 9000 standards within advanced engineering and manufacturing SMEs. Work environment definitions, references and factors are now common across a broad range of international quality standards, but these are not consistently defined or effectively assessed.

Design/methodology/approach

– The successful implementation of international quality standards and models can be viewed as an important key for contemporary SMEs to maintain competitive advantage. As such this research aims to build upon existing literature and to examine the effect of work environment on the successful implementation of ISO 9000. An initial industrial survey is combined with an exploration of contemporary SME case studies, prior to the proposal of a novel classification and framework.

Findings

– Current work environment terminology is not consistent and capable of effective assessment. Internal SMEs motivation for ISO 9000 certification can lead to improved results than those pressured by external reasons. The deployment of an integrated work environment classification and framework may lead to tangible improvements to ISO 9000 and SME success.

Practical implications

– This investigation opens a further opportunity for research into the body of knowledge on manufacturing SME orientated quality management standards and systems. This research will be of particular interest to enterprise managers, practicing production managers, quality auditors, and human resource professionals, as it examines work environment factors that may drive improvements in competitive performance.

Originality/value

– This is the first paper presented in open literature which investigates the wider concept of work environment with a manufacturing SME context, together with proposal of a novel work environment classification and framework approach.

The financial impact of a withdrawn ISO 9001 certificate

Purpose

– The purpose of this paper is to assess to what extent the loss of the ISO 9001 certification affects the decertified firms’ financial performance.

Design/methodology/approach

– Using standard event study methods, this paper matches a sample of 143 Portuguese companies that lost their ISO 9001 certification with similar non-event counterpart firms (according to return-on-assets (ROA) and size) and compares the performance of these two groups of firms using financial data collected from the AMADEUS database.

Findings

– Results show no statistical significant differences in the financial performance (as measured by ROA, return-on-sales (ROS) and sales growth) between companies that lost their ISO 9001 certification and their matched firms. Although the literature suggests that certification improves firms’ performance and that the benefits of certification may last over long periods of time, this paper’s results suggest that, after decertification, companies do not exhibit over or underperformance in their operations vis-à-vis comparable firms that do not undergo the same event.

Originality/value

– As far as the authors are aware, this is the first study assessing the impact of ISO 9001 certificate withdrawal on the decertified firms’ financial performance.

ISO 9001: 2008 implementation and impact on the University of Nairobi: a case study

Purpose

– The purpose of this paper is to present the experience and impact of implementing the ISO 9001: 2008 Standard at the University of Nairobi, in relation to effectiveness on service delivery, operational performance, automation, implementation challenges and related emerging issues.

Design/methodology/approach

– The paper adopted a case study design approach based on qualitative analysis of internal audit reports, internal surveys and feedback, surveillance audits conducted by the certifying body, and rankings by external bodies, over a period of seven years.

Findings

– Significant achievements have been realized with regard to institutionalization of quality into the university processes, work environment, documentation and record management, customer satisfaction, infrastructure and facilities, use of ICT as a prime mover of performance improvement, and ranking of the university. Opportunities for improvement as well as critical success factors are presented.

Practical implications

– The paper reports successes that may encourage other institutions of higher learning that are not certified to implement Quality Management Systems (QMSs) according to ISO 9001 Standard by focusing on specific factors.

Originality/value

– This paper shows how an ISO 9001 certified QMS can improve internal institutional practices and avoid frequently experienced drawbacks.

An exploration of quality management practices, perceptions and program maturity in the supply chain

Purpose

– The purpose of this paper is to examine differences among industry classes and supply chain positions in order to gain insight into quality management program maturity across industries and within supply chains.

Design/methodology/approach

– Data for comparison in this study comes from an e-mail survey of professionals across the USA, employed primarily in sourcing or logistics (i.e. Institute for Supply Management (ISM) and Council for Supply Chain Management Professionals (CSCMP)).

Findings

– This study found that quality maturity varies by industry class. While prior studies have found differences by industry class, they have been limited to at most three classes, while this study examined 17 classes. This study also examines quality maturity by supply chain position, with the finding that quality maturity differed by supply chain position depending on how position is defined. Questions are raised regarding the proper characterization of supply chain position.

Research limitations/implications

– The sample group represents members in only two professional groups, ISM and CSCMP. Not all industry groups or supply chain positions were well-represented due to some small sub-group sizes.

Practical implications

– Quality program maturity is generally not uniform and there are potentially many opportunities for substantial improvement across various sectors by specific industry. Partnering with suppliers is a recommended approach for sectors lagging in quality maturity.

Originality/value

– This research extends the examination of quality management practice in the supply chain by studying a large number of industry classes and supply chain positions and assesses differences in quality maturity across these classes and positions.