ISO 9000 certification and quality management in Spain: results of a national survey

What determinants influence the diffusion of ISO 9001 by countries?

Purpose

This study has the main aim of analyzing the influence of six factors on ISO 9001 implementation: Economic Development, Exporting to Europe, Reputation, Competitiveness, Innovation and Business Sophistication. As a complement, a new factor relating to quality by country has been added: the World Quality Scoreboard.

Design/methodology/approach

Hypotheses are proposed that establish a (positive or negative) linear relationship between the diffusion of ISO 9001 and the indicators of the different factors analyzed in each country. The SPSS program was used to evaluate the hypotheses using data from 2009 to 2018.

Findings

The results indicate strong positive relationship for the country's economic development only when countries with low levels of income are considered. For the rest of the variables, the results indicate that their behavior varies according to the degree of development of the countries. When only developed countries are considered, significant and negative correlations are obtained for reputation, competitiveness, innovation and business sophistication, while considering the group of less developed countries, the results are reversed. The new World Quality Scoreboard has the same behavior whereas regarding exports; we did not obtain conclusive results.

Originality/value

This study adds important information on the studying of ISO 9000 phenomenon diffusion/evolution by analyzing the effect of six variables on the degree of implementation of the ISO 9001 standard in different countries. This information is interesting for companies and certification bodies across the world because it allows a better understanding of the reasons and conditions of implementing a quality management system.

The heterogeneous implementation of ISO 9001 in service-oriented organizations

Purpose

The purpose of this paper is to investigate the heterogeneity in the implementation of the ISO 9001 quality management system in service-oriented organizations, and to identify patterns (i.e. relationships, dependencies and exceptions) among critical implementation factors, possible implementation determinants and desired post-implementation outcomes.

Design/methodology/approach

The paper adopts a qualitative approach, in the form of a multiple case study of five ISO 9001 certified, service-oriented organizations, located in Greece. Using multiple data collection methods including interviews with upper management and employees, desk research and on-site observation allowed for data triangulation.

Findings

The analysis reveals that ISO 9001 implementation can range across different levels of fidelity, from merely superficial to genuinely substantive. Several determinants (i.e. implementation experience, motivation for certification, perception of quality, commitment to change) affect the level of fidelity and, in turn, the post-implementation outcomes. Interestingly, even a superficial ISO 9001 implementation can initiate, at least to a moderate degree, beneficial changes throughout the organizations. The organizations that strictly abide by ISO 9001 requirements still have to address some challenges, most notably to instill a culture of prevention in their management system and to efficiently balance standardization and flexibility.

Originality/value

This study contributes to the ISO 9001 internalization literature, providing an in-depth analysis of possible patterns among ISO 9001 implementation factors, determinants and outcomes. Related findings are also discussed under the prism of the revised ISO 9001:2015.

TQM implementation in a least developed country: an exploratory study of Yemen

Purpose

The purpose of this paper is to assess the TQM readiness level of Yemeni Organizations. In addition, this study compares the level of readiness between the various Yemeni organizations.

Design/methodology/approach

Based on the TQM literature, related and relevant information had been gathered to develop an assessment tool used in this research. The main content of the assessment focused on statements related to the most common TQM principles. Data were collected by an assessment team and analyzed using quantitative methods to answer the related research questions.

Findings

The analysis results showed some of the TQM principles were being practiced by Yemeni organizations, to some extent, and with variant levels. The most widely practiced principle was customer focus, and the lowest principle practiced was continuous improvement. Also, the data showed the level of TQM readiness in Yemeni organizations was 58.93 percent. This level of TQM readiness indicates there is a potential for successful adoption of quality management standards and models in Yemeni organizations.

Research limitations/implications

This study extends previous limited research in TQM readiness level measurement. It also adds to the body of TQM knowledge within the context of Yemen. In addition, this study contributes to the understanding of TQM implementation in an least developed countries (LDC) environment, where LDC organizational culture has its particularities on implementing TQM.

Originality/value

This paper contributes to a better understanding of TQM in an LDC country, which is Yemen. The paper points out which of the TQM principles are important to potential adoption of quality management standards and models. This study could further expand research, regarding the TQM in Yemen.

Evolution of top management’s understanding of product quality in Eastern Europe since the end of communism

Purpose

The purpose of this paper is to analyse the evolution of top management’s understanding of product quality in Bulgaria since the end of communism. The study examines three specific areas: top management’s understanding of the term “quality”; top management’s understanding of the relationship between quality and business performance; and top management’s understanding of the impact of job position on quality.

Design/methodology/approach

The paper relies on a quantitative research approach by using data from a survey of 186 companies in Bulgaria.

Findings

The paper suggests that senior managers in Bulgaria continue to base their understanding of “quality” on a single approach (*a characteristic of the communist era), with the product-based and the user-based approaches currently being the two most common ones. At the same time, surprisingly enough, this study claims that senior management in Bulgaria is currently well aware of the importance of quality as a dimension of firm’s competitiveness, and is also highly conscious of its roles’ impact on product quality.

Research limitations/implications

The results of this study are exclusively based on the case of Bulgaria and must be treated with caution in the case of other former communist states from the Central and Eastern Europe (CEE) region.

Practical implications

This paper has relevance for both managers and companies doing business in Eastern Europe.

Originality/value

This is the first paper to provide detailed analysis of the evolution of the understanding of “product quality” in CEE since the end of communism. Moreover, this paper applies, for the first time, Garvin’s five approaches to defining quality within a practical context.

Implementation of ISO 9001 in the Spanish tourism industry

Purpose

Although many studies have concentrated on analyzing the impact of the implementation of ISO 9001 certification, there is still a clear need for research in specific sectors. The purpose of this paper is to focus on the implementation of this international management system standard in the tourism industry, and in particular the motivations conducting to its adoption and the satisfaction derived from it.

Design/methodology/approach

A questionnaire survey was conducted among 120 ISO 9001-certified Spanish tourism companies. Confirmatory factor analysis tests were used to verify the scales validity and reliability. The logit model was utilized to investigate the statistical effects of ISO certification.

Findings

The paper findings showed that the certified companies in the tourism industry implement ISO 9001 more for internal reasons, like improving processes and procedures or products and/or services, than for external reasons, like the image of the company or promotional or sales tools. The variables size, age and use of a consultant affect the cost and time factors for the implementation of a quality system. In addition, the certification process generated three categories of benefits, with the organizational and control benefits being the more relevant. These benefits are correlated to the antiquity of the certificate. In the final analysis, results show that tourism companies are generally satisfied with the ISO 9001 certificate.

Originality/value

The ISO 9001 quality management system is part of the modern management tools. The paper contributes to a better understanding of the motivations and benefits for implementing the ISO 9001 certification and to the analysis of its application in a particular industry as important as the tourism industry in Spain, a country that is recognized for its leadership in tourism.