Capitalising on ISO 9001 benefits for strategic results (original) (raw)
2010, International Journal of Quality & Reliability Management
PurposeThe purpose of this paper is to identify and classify potential and verified benefits of implementing quality management systems (QMSs) according to ISO 9000 standards.Design/methodology/approachThe research is based on a comprehensive review of the relevant literature, mostly articles relating to implementation of the ISO 9000 QMS and its impact on customer satisfaction and business performance.FindingsThe literature adduces possible benefits of the effective implementation of the ISO 9000 QMS and searches for related support in published empirical research. The paper classifies the major identified and empirically verified benefits into four groups in relation to the balanced scorecard (BSC) approach to categorising company objectives. It also relates the potential benefits to specific standard requirements and the pre‐conditions that must be met in the implementation stage of the ISO 9001 in order to attain these benefits.Research limitations/implicationsThis study of the ...
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