Successful ISO 9000 implementation in Taiwan: How can we achieve it, and what does it mean?

ISO-9001 implementation and critical success factors of the Jordanian consulting engineering firms

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.

Knowledge management processes, innovation capability and organizational performance

Purpose

The purpose of this study is to introduce a unified framework which integrates knowledge management processes (knowledge creation, sharing, storage and documentation and acquisition), innovation capability (product, process, marketing and organizational and organizational performance (operational, financial and product quality). Then empirically test the effect of knowledge management processes (KMP) on innovation capability (IC), the effect of IC on organizational performance (OP) and the impact of KMP on OP through the mediator (IC).

Design/methodology/approach

A questionnaire was designed and addressed to the general managers of the Jordanian companies making up the target population. Statistical techniques employed included confirmatory factor analysis and structural equation modeling (SEM) using AMOS 24 to test the hypotheses.

Findings

The results show that KMP influences IC, IC affects OP and KMP impacts OP through the mediator (IC).

Research limitations/implications

The use of longitudinal data and comparisons with this study would provide further insights that would assist in generalizing knowledge related to the relationships among KMP, IC and Os' P.

Practical implications

If organizations fully comprehend KMP and IC, they would be able to implement them successfully, creating value for their companies and improving OP.

Originality/value

The existing research on KMP and IC is primarily conceptual and descriptive in nature, and empirical research confirming the real impact of KMP when developing IC is lacking. Also. the relationship between innovation capabilities and OP has not been adequately studied. Hence, this study introduces a conceptual framework which integrates KMP, IC and OP and simultaneously empirically tests the relationships among them.

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.

Empirical evidence about ISO 9001 and ISO 9004 in Italian companies

Purpose

The purpose of this paper is to evaluate the experience of International Organization for Standardization (ISO) 9001 certified companies, examining their motivations to introduce the standard and their perceived benefits and barriers. In parallel, the research investigated the knowledge and perception of ISO 9004 guideline, analyzing if it could give an added value to certified companies.

Design/methodology/approach

A questionnaire was proposed by e-mail to 2,581 Italian ISO 9001 certified companies from January 18 to March 31, 2016; 522 companies participated to the survey.

Findings

Companies of different size have been driven by different motivations to certification, reaching different types of benefits, while both large and small ones perceived the greater bureaucratization as an obstacle. The ISO 9004 standard is little known and applied among Italian companies, but the ones which adopted it benefited from it.

Research limitations/implications

A limitation may be derived from the fact that the sample was composed only of Italian companies, although this effect was to understand perceptions and trends of these international standards in the Italian reality.

Practical implications

Analyzing perceived advantages and disadvantages of ISO 9001 and 9004 could be crucial for managers to understand if their joint use is the right strategy to gain competitiveness in the reference markets.

Originality/value

Compared to previous studies in which ISO 9001 was evaluated as a stand-alone standard, the research made a comparative evaluation with ISO 9004, as ISO considers them to be “consistent pair of standards,” covering the literature gap about the effectiveness of the joint use of them.

An Empirical Examination of Knowledge Management Processes and Market Orientation, Innovation Capability, and Organisational Performance: Insights from Jordan

There are many studies discussing how knowledge management and market orientation (MO) are positively related to innovation, but an examination of the impact of the knowledge management processes (KMP) — as we conceptualize the four in this study — and MO on the innovation capability of organisations which in turn impact organisational performance has never been done. Hence, this study formulates a comprehensive conceptual framework which encompasses KMP (knowledge creation, intra-organisational knowledge sharing and application, external knowledge acquisition, and knowledge storage and documentation), MO (customer orientation, competitor orientation and inter-functional coordination), innovation capability (product, process, marketing and organisational innovation), and organisational performance (product quality, operational performance and financial performance). Then empirically test the relationships among the study models with the focus on the mediating role of innovation capability. The design of the study is based on a survey of 210 Jordanian manufacturing and service organisations. The sample of this study encompasses the mid-level managers of the organisations. About 440 self-administered questionnaires were distributed among the respondents. Confirmatory factor analysis is undertaken to assess statistically the validity of the study measures. Then the structural equation modelling (SEM) path analysis is used to assess the structural relationship of KMP, MO with innovation capability, and organisational performance. The results of the study reveal that engagement in KMP and MO can lead to better innovation capability in the organisations which in turn can lead to better organisational performance. The results we observe concerning this sample of companies may not be applicable to a greater population of companies from other countries with a different technological base or to specific subsectors of the manufacturing industry (e.g. the food industry). Moreover, the study represents only snapshots since it utilized self-administered questionnaires which also have no qualitative data. For the practicing managers intending to increase the rate of innovation in their firms, this means that KMP and MO are important activities to master. Additionally, managers should put additional emphasis on innovation as it is an important element for achieving improved overall firm’s performance and sustainable competitive power.

Perception of TQM benefits, practices and obstacles

Purpose

– The purpose of this paper is to identify the perception of total quality management (TQM) benefits, practices and obstacles in Kuwaiti industrial organizations certified against ISO 9001:2000 (or later) and following a TQM approach. A discrepancy in perception between project managers (PMs) and quality management representatives (QMRs) of organizations in the Gulf Cooperation Council countries has already been identified (Jaeger and Adair, 2013), and this study compares the perception of these two groups in more depth.

Design/methodology/approach

– Extensive representatives of both groups have been individually interviewed, a classification system for TQM benefits, practices and obstacles has been developed, and interview responses have been analyzed against this classification system.

Findings

– It emerges that all responses matched one of the benefits, obstacles and practices of the classification system. Comparing the total group of PMs with the total group of QMRs, it was found that both groups agree on their perception of the most important practice (i.e. an implemented management system) and, the biggest obstacle (i.e. lack of employee involvement). However, they disagree on their perception of the most important TQM benefit (i.e. PMs prefer quality of products and services, and QMRs prefer productivity).

Originality/value

– The results of the total groups and sub-groups give new insights regarding the different perceptions of PMs and QMRs. Also, the results enable practitioners of these two functions to discuss the differences and align their perceptions. This should increase the effectiveness of the TQM approach in their organizations. Finally, the results allow management consultants to focus on areas with high potential for improvements.

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 role of product lean launch in customer relationships and performance in the high-tech manufacturing industry

Purpose

– Most new product research for the past two decades has focussed on new product development and product innovation. Only a few product launches have been discussed in specific fields. The purpose of this paper is to fill the literature gap regarding enhanced product launch performance by using the customer relationship.

Design/methodology/approach

– From the contract manufacturer’s perspective, the authors propose that the customer relationship and senior management involvement affects lean launch execution. The customer relationship includes both cooperativeness and behavior monitoring. Studies have suggested that a lean launch exerts a direct influence on new product performance and marketing performance. We used a questionnaire to collect data to test the postulated research model and hypotheses from project, account, and purchasing managers in the high-tech manufacturing industry.

Findings

– The results provided compelling evidence that the customer relationship exerts a positive effect on lean launch, which in turn exerts a positive effect on new product performance. Although lean launch execution affected marketing performance through new product performance, the direct effect on marketing performance was non-significant. Senior management involvement exerted an indirect influence on lean launch performance through cooperativeness.

Originality/value

– This paper suggests and empirically tests a model to explain how contract manufacturers manage brand-customer relationship through cooperativeness and behavior monitoring, leading to higher levels of lean launch execution toward new product performance.

The impact of quality management systems on the performance of manufacturing firms

Purpose

– The purpose of this paper is to provide additional evidence of the impact of ISO 9001 effectiveness on three dimensions of a firm’s performance, namely product quality, operational performance and business performance.

Design/methodology/approach

– The analysis includes an initial exploratory factor analysis (EFA), followed by confirmatory factor analysis (CFA) and structural equation modeling (SEM), in order to investigate the relations between the constructs of the proposed model. A sample of 287 ISO 9001 certified Greek manufacturing firms is used for this purpose.

Findings

– According to the study findings, ISO 9001 effectiveness directly contributes to product quality and operational performance. Although it has no direct impact on manufacturing firms’ business performance, it has an indirect impact through the moderator of operational performance.

Research limitations/implications

– The sample of the responding manufacturing companies is limited to small- and medium-sized enterprises (SMEs) from one country (Greece). In addition, the effects of the internal business environment and endogenous business factors have not been assessed through the present study.

Practical implications

– The study offers clear implications for managers who focus on elements that will increase the ISO 9001 effectiveness and desire to choose strategies, allocate resources and improve their firm’s performance.

Originality/value

– The present study contributes to the literature gap aiming at examining the degree to which ISO 9001 effectiveness influences the performance of certified firms. The concept of “ISO 9001 effectiveness” is introduced as the extent to which its prescribed quality objectives are met.

Towards a unifying theory of management standard implementation

Purpose

– The purpose of this paper is to develop an integrated theoretical framework of the interrelation of the key success factors in the process of standards implementation.

Design/methodology/approach

– Extensive case study work was carried out in ten American plants that had adopted ISO 9001 and or ISO 14001. First, within-case analysis captures the uniqueness of the implementation processes at each plant and leads to construction of the causal maps. Next, cross-case comparison identifies the key factors and the relationship between them, resulting in the theoretical framework.

Findings

– The key factors affecting implementation effectiveness include focus on internal improvement, top management support, design of the system around existing processes, use of information technology, positive employees’ attitude, and employees’ usage of the system. The resulting framework suggests three alternative pathways to effective implementation of standards: (i) incentives pathway, i.e., by providing the right incentives; (ii) integration pathway, i.e., by designing the system around existing processes; and (iii) information technology pathway, i.e., by using information technology.

Research limitations/implications

– The key contribution of this research is the integrated theoretical framework.

Practical implications

– Practically, this framework provides managers a clear depiction of the key actions required at each stage of standard implementation.

Originality/value

– To the best of our knowledge, this is the first integrated framework of the factors affecting standard adoption. We believe this framework is applicable to other meta-standards.

Performance measures of ISO 9001 certified and non-certified manufacturing companies

Purpose

– The purpose of this paper is to compare ISO 9001 certified and non-certified manufacturing companies with regard to performance measures, both financial and non-financial.

Design/methodology/approach

– A research study was carried out in 140 Greek manufacturing companies by means of a questionnaire. The questionnaire was sent by e-mail and it was requested that it should be answered by a company representative. Exploratory factor analysis is applied in order to extract the latent factors of performance measures. The differences between the ISO 9001 certified and non-certified manufacturing companies are determined through non-parametric tests such as the χ2-test and the Mann-Whitney U-test.

Findings

– The ISO 9001 certified manufacturing companies significantly outperform the non-certified with regard to product quality, customer satisfaction, operational, market and financial performance. This is evident in a business environment where an economic downturn and financial crisis dominates.

Research limitations/implications

– The sub-samples of the responding ISO 9001 certified and non-certified manufacturing companies are small sized and they are limited to small- and medium-sized enterprises. The subjective character of the data collected through the company representatives involves the risk of receiving biased responses regarding the performance measures. The above limitations suggest future research recommendations.

Practical implications

– The increased performance measures of the ISO 9001 certified manufacturing companies may motivate the non-certified ones to implement the ISO 9001 standard and apply for the certification in order to increase their performance and withstand the current economic downturn and financial crisis. The present study may also stimulate manufacturing companies to adopt traditional and modern benchmarking techniques, in an additional effort to improve their businesses and competitiveness.

Originality/value

– The present study compares performance measures of ISO 9001 certified and non-certified manufacturing companies operating under unprecedented circumstances due to the current economic downturn and financial crisis.

Gotzamani K, L. Psomas E. The impact of employees’ attributes on the quality of food products

Purpose

– The purpose of this paper is to analyse the importance of specific, quality-related employees’ attributes to the enhancement of product quality in food companies. The main goal is to examine the synergistic relationships between specific employees’ attributes, which have been related in literature to ISO 9000 successful implementation, to continuous improvement, operational performance and product quality.

Design/methodology/approach

– The analysis includes an initial exploratory factor analysis, followed by confirmatory factor analysis and structural equation modelling, in order to investigate the relations between the constructs of the proposed model.

Findings

– The findings reveal that although the examined quality-related “employees’ attributes” do not directly contribute to “product quality”, they influence both “continuous improvement” and “operational performance” of food firms. The results also confirm the impact of both “continuous improvement” and “operational performance” on “product quality” and also that “continuous improvement” helps explain “operational performance”.

Research limitations/implications

– The domain in which the model has been validated, the restricted use of moderators in the model and lack of empirical validation of the model in non-food sector companies, based on various respondents from each company, are a number of limitations associated with this study which suggest future research proposals.

Practical implications

– The findings of this study can motivate managers of food companies to focus on certain quality-related employees’ attributes in order to boost continuous improvement of ISO 9001 systems and operational performance of their companies, leading to product quality enhancement.

Originality/value

– This study finds particular relevance in emphasizing that although specific quality-related employees’ attributes, as these are detected in literature, have a significant contribution towards continuous improvement and operational performance, they are not the only critical factor leading to product quality. More complex relationships need to be considered by integrating other constructs as major antecedents of food product quality.